​​​​​​Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone, email or face to face.
• Perform troubleshooting through diagnostic techniques for all end user IT equipment including: PC, Laptop, Printer, Smart Board, Projector, …
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level, IT Supervisor or Help Desk Manager or higher IT level
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Others assigned by the IT Help Desk Manager

Position requirements:

• Minimum Degree: Bachelor’s degree in Information Technology Management or any related fields.
• Good comunication in English.

Abilities/ Skills:

• Minimum experience in the equivalent field: 2 years as the same positions.
• Hands on experience in networking, routing and switching.
• Excellent knowledge of best practices around management, control, and monitoring of server infrastructure.
• Ability to set up and configure server hardware
• Familiarity with backup and recovery software and methodologies
• Great at organising, prioritising and multitasking.
• Skills: communication, good complex problem solving, project management, planing, …etc
• Ability to organize work independently as well as a team player , ability to observe and handle problems quickly and effectively.

Working Conditions:
Working hour: Mon-Fri (8AM - 5PM); Sat (8AM – 12 PM)