IT Technical Support Engineer

• Assist-end user on all in scope request with focus on client satisfaction, service delivery quality and technical excellence.
• Over-all responsible for the management, maintenance and provides technical support via onsite, phone, email and or remote on hardware and software issues, network diagnostic and repair.
• Must be able to coordinate with Senior Technical Support Engineer and Team Leader on any critical technical issues.
• Ensure all tasks are updated and documented including troubleshooting and resolutions steps prior closing.
• Checking of end-user log
• Must be able to escalate tickets with dependencies to respective towers/ group to resolve the concerns of end user.
• Walkthrough staff or clients through series of actions to resolve issues.
• Take ownership of assigned incident tickets and resolve within the agreed service level and targets.
• Proactively update end users with regards to their request.
• Ability to perform root cause analysis and technical reports for issues involving desktop environment.
• Asset Management.
• Analyze and respond to issues and develop resolutions in a timely manner.
  
  

Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.

Take full responsibility and the required action for the assigned tasks.

Meet and adhere to attendance requirements based on Service Level Agreement

Meet and exceeds KPI targets set by the client.

Delivers quality, productivity, and compliance KPI/ SLA reports on daily, weekly, and monthly reports.

Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.