ASSESSMENT
All applicants are invited to complete the assessment. Completing this assessment will allow you to distinguish yourself from other applicants. This would give all candidates an equal opportunity to shine.
Assessment link: https://shorturl.at/jqDO5
Position Overview:
IT Technical Support professionals are responsible for the diligent oversight and maintenance of an organization's computer systems and networks. They offer expert technical assistance to employees, ensuring the seamless operation of the organization's computer infrastructure, encompassing hardware, software, and peripheral devices. This commitment to optimal performance enables end-users to sustain a heightened level of productivity.
Key Responsibilities:
- Timely Issue Resolution: Successfully and promptly resolving technical issues and inquiries from employees or customers, ensuring minimal disruption to their work.
- Customer Satisfaction: Ensuring a high level of customer satisfaction by providing clear and helpful communication, demonstrating patience, and effectively addressing user concerns.
- Technical Expertise: Demonstrating a strong understanding of the organization's technology infrastructure, software and hardware to effectively diagnose and troubleshoot problems.
- Documentation: Maintaining accurate and up-to-date records of reported issues, troubleshooting steps taken, and their resolutions. This helps in building knowledge base for future reference.
- Team Collaboration: Collaborate with other IT team members, departments, and vendors as and when necessary to resolve complex technical issues or implement new solutions.
- Proactive Maintenance: Identifying potential problems before they escalate into major issues by conducting routine system checks and updates.
- Training and Support: Providing basic training to users on common software and hardware applications, empowering them to handle minor issues independently.
- Continuously Improvement: Suggesting improvements to existing processes, tools, and documentation to enhance the efficiency of IT Technical Support services.
- Adaptability: Keeping up-to-date with the latest technology trends and developments to effectively support the organization's evolving IT needs.
- Escalation Management: Knowing when and how to escalate issues to higher levels of support or management as and when necessary.
- User Empowerment: Empowering users to solve common technical issues through self-help resources and guides, reducing the volume of support requests.
- Problem Prevention: Analyzing recurring issues to identify patterns and contributing factors, and working to implement solutions that prevent these problems from arising again.
- Positive Team Contribution: Demonstrating a cooperative and constructive approach as a team member, actively fostering collaboration and productivity within the IT team, thereby enhancing the overall work environment.
Qualifications:
- Bachelor's degree in information technology, computer science, or related field preferred.
- Proven experience in IT technical support roles, with a minimum of 5 years of relevant experience.
- Strong knowledge of Windows and macOS operating systems.
- Proficiency in troubleshooting hardware and software issues.
- Familiarity with network protocols, configurations, and troubleshooting.
- Excellent communication skills, both written and verbal.
- Customer-focused attitude with a commitment to providing exceptional service.
- Relevant certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified IT Professional (MCITP) are a plus.
- Analytical thinking and problem-solving skills.
- Ability to work independently and as part of a collaborative team.
- Attention to detail and strong time management skills.
- Adaptability to rapidly changing technology and industry trends.
- Language proficiency in English is required, and proficiency in Chinese [if applicable] is a valuable asset that enhances cross-cultural communication.
- Willing to work in HQ Office at Damansara Heights.
Kindly be advised that due to the high number of applications we receive, only candidates who have been shortlisted will receive notifications regarding the status of their applications. We sincerely appreciate your understanding and patience as we carefully review each application.
