IT Support Specialist

Technical Support & Resolution (50%)

1. Front Customer Touchpoints: Manage the Company's official Helpdesk hotline and email during operating hours to ensure that all customer enquiries and issues are captured.

2. Level 1 Triage: Perform remote preliminary checks of all reported maintenance and technical faults.

3. Independent Level 2 Support: Conduct advanced remote troubleshooting and issue resolution independently whenever possible before escalating.

4. Smart Dispatching: Accurately identify problem areas to assign and notify appropriate engineers, cabling technicians or managers.

5. System Testing: Participate actively in User Acceptance Testing (UAT) and rollout of new Customer Relationship Management (CRM) system as well as subsequent system enhancements and bug fixes.

   Administrative Support (50%)

   1. Ticket Management: Ensure all Helpdesk cases have tickets created with a...

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