L1 Help Desk Engineer - Bahasa Melayu

gss hr solutions private limted

3-5 Years

Philippines, Manila

Posted 5 hours ago
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Job Description

Experience: 3 years

Location: Manila (3 days WFO in a week)

Responsibilities:

· BAHASA-MELAYU Language Speaker

· Provide first level diagnostics and problem resolution for Windows, Mac, Ubuntu/Linux, manufacturing tool automation, manufacturing applications

· Ticket queue monitoring and ticket routing

· TI specific application monitoring tool (Sentinel)

· Receiving, documenting, resolving and/or escalating service requests/incidents via web tickets or phone calls.

· Work with level 2 and level 3 support to resolve issues while maintaining ownership of ticket. This supports our level 1 resolution goals.

· Install, configure, optimize, troubleshoot, upgrade & update of approved Windows OS/Mac OS, third party applications, device drivers, peripherals, mobile productivity devices, remote connectivity and enterprise collaboration tools.

· Proactive repair of client related issues with products like anti-virus, encryption, backup, admin rights tool and SCCM among other client tools.

· Will require remote resolution of client issues using collaboration tools (i.e. WebEx, VNC, RDP) that do not require a desk side visit and dispatching of tickets to local sub teams or other groups/teams within TI.

· Answering end user questions and how-to's

· Assisting 3rd level support teams with short term projects

· Granting user permissions to TI systems and applications

· Documenting/updating support documentation in TI knowledge base

· Monitor customer survey responses for analysts to apply continuous improvement

Skills Required:

· Effective written and oral communication skills.

· Analysts should be helpful and have a customer service mindset.

· Courteous and professional

· Technical skills working with Windows OS, Mac OS, MS Office applications, MS Exchange, Active Directory, ITSM solutions, Internet, VPN related software, WebEx,

· Self-motivated

· Ability to multi-task by handling multiple issues at the same time

· Proactive in resolving issues and looking for process efficiencies