Job Responsibilities

• Provide remote technical support to customers via telephone, e-mail, remote desktop sharing tool and other appropriate means for products & services.
• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• In line with service level targets, accountable for cases that logged by customers and manage them to resolution effectively and proactively
• Provide prompt and accurate feedback to customers
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals
• Deliver the best customer experience by adhering to the Company policies and procedures.
• Educate and guide customers on application problems, how to use and how to configure them.
• Provide second level technical support for Premium customers, acting as the application resolver and owner.
• Understanding of customer environments and collaboration with customer IT staff to expedite resolutions.

Qualifications & Requirements

• At least 3 years’ experience in relevant industry.
• Diploma/Degree in Computer Science/IT
• Additional certification in Microsoft, Cisco or Linux or similar is added advantage
• Minimum of 3 years of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk
• Able to troubleshoot client-server environment using event viewer and other log reading tools
• Understand the network related commands, eg: netstat, nslookup, telnet
• Understand Active Directory, LDAP, Domain Controller and able to troubleshoot related issues
• Understand IIS (web services) and able to troubleshoot the related issues.
• Familiar and hands on with role instalment in windows server 2016/2019
• Understand SMTP, DNS, SNMP functions in server environment.
• Experience in managing MySQL or MS SQL Databases.
• Experience with Papercut, Equitrac, YSoft, eCopy, etc. will be an added advantage.
• Experience with scripting, coding in ASP.net, C# or other languages
• Advanced level Windows Servers, including High-Availability and Disaster Recovery.
• Strong senior level troubleshooting and problem management experience.
• Experience with Senior Support, Pre-sales, Professional Services, or Account Management role.
• Should be comfortable to work in rotational shift hours