Industry: IT Support and Networking
Location: Singapore
Job Description:
Job Scope:
Performed Desktop Support services to users
This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
Performs remote troubleshooting and resolution to address various endpoint related issues
Perform technical escalation to onsite team if unable to resolve remotely
Perform technical escalation to 3rd party vendor or resolver groups (where appropriate)
Updates Incident records
Job Requirement
Minimum three (3) years of EUCD Support, ICT End User Computing or Service Desk Agent experience with networking and system administration background;
Ability to resolve incident escalated by Level 1 EUCD Support Engineers in confirming the validity of the problem and seeking and researching for known solutions related to these more complex issues; and
Possess at least one (1) of the following certification:
Microsoft Certified Technology Specialist (MCTS) in Windows Client or equivalent;
Microsoft Certified Solution Expert (MCSE) in one or more of the following: Desktop Infrastructure, Server Infrastructure, Communication or equivalent; or
CompTIA A+ 220-801/ 220-802, CompTIA PDI+ or equivalent.