Evernet Systems Pte Ltd – Junior / Level 1 Support Engineer

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE

· Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket.

· Delight our Clients with a Friendly, Quick and Helpful Experience

· Provide the Client with basic remote troubleshooting

USE OF OUR TICKETING SYSTEM

· Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests

· Managing and recording all work though our Ticketing System

· Make sure that Client Documentation in well maintained

· Split tickets that have several issues into their own individual ticket

· Make sure that tickets aren’t “stale” throughout the process

USE OF OUR MONITORING & MANAGEMENT TOOL

· Review RMM dashboard and apply remediation actions as indicated by our Processes

· Review regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK

· From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Technician may be required to help with project delivery

· communication, Reporting & risk

· Escalate tickets that require Senior Helpdesk Engineer support

· Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue

· Submit Timesheets & Expense reports as indicated on their SOPs

· Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TEAMWORK

· Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher

· Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks

· Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues

· Identify opportunities for improvement and make constructive suggestions for change

· Contribute to the process of innovative change effectively

· Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager.

SKILLS AND ATTRIBUTES DESIRED

· A love of (and ability to) Solve Problems & Challenges

· Great Communications skills, founded in being a good listener

· An understanding of support tools, techniques and how technology is used to provide services

· Strong understanding of operating systems, business applications, printing systems and network systems

· Must be able to type quickly and accurately while talking on the phone

· A deep desire to deliver an amazing Client Experience

· Knowledge of IT Applications, Software & Hardware

· The ability to speak both Geek and human

· Great Communications skills, founded in being a good listener

· IT literate – Advanced user level

· A deep desire to deliver an amazing Client Experience

· The ability to speak both Geek and Human

· The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE

· Experience using a Ticketing system / RMM Tool and PSA software

· Experience providing support via remote tools

· Experience handling Technical Service Tickets

· Experience and knowledge of working with the Microsoft 365 Platform

· Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.

· Client Experience Certifications such as Helpdesk Habits etc.

· Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business