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Role Description

The role is responsible for providing first-level technical support to internal and external customers by diagnosing, resolving, and documenting PC system incidents and service requests. It involves coordinating and escalating issues when necessary, monitoring progress until closure, and ensuring adherence to Service Level Agreements (SLAs). The position requires strong problem-solving skills, effective communication, and a customer-focused approach to maintaining high levels of service quality and client satisfaction.

• Provides first level of support for internal and external customers on PC system incidents and requests using technical and service knowledge.
• Assumes ownership for the coordination, investigation and documentation of customer and system incidents.
• Perform basic to medium level of diagnosis of problems and incidents and resolving them when appropriate.
• Interprets problems or errors and assesses the risk of events and escalates appropriately to protect client services.
• Properly document all problems, incidents, requests and follow-up on all of these to ensure customer satisfaction.
• Monitors issues until they are closed while demonstrating a good understanding of the customer’s business needs and applying them to the management of system events & incidents.
• Execute test plans or scripts while developing and maintaining customer Service Level Agreements (SLAs), handling time and customer satisfaction.

Qualifications

• At least 2 years of experience of an IT support role in a remote environment
• Proficiency with cloud platforms (Google Workspace and Microsoft 365), latest Windows & Mac operating systems and remote support tools.
• Familiar in using AI applications like ChatGPT, Gemini and others.
• Able to adapt to flexible time and willing to be assigned on graveyard shift from time to time
• Strong understanding and working knowledge of customer resolution management.
• Good and above average oral and written communications skills, ability to articulate, comprehend and express oneself in English, both oral and written.
• Ability to work creatively and analytically in a problem-solving environment.

Requirements

• As this position is 100% remote, you will be required to provide your own PC/laptop. Our mandatory PC specifications must be adhered to for your application to be fully processed.
• Wired internet connection.
• Processor: Intel i5, 11th Gen or Ryzen 5 and higher (TPM compatible)
• Memory: 16 GB RAM
• Operating System: Windows 11 Pro (64-bit) or later, MacOS Sonoma or later
• Storage: 1TB
• Stable internet connection (at least 20mbps for download speed & 5mbps upload, with a ping of not higher than 50ms). Mobile data and power backup is a must.
• People with Disabilities (PWD) assisted applications should be duly licensed.
• This storage requirement is specific to the Windows environment used for work and does not cover the personal Windows installation.