IT / Helpdesk Support Engineer

Our client, one of Asia-Pacific’s leading organizations is looking for:

IT Helpdesk Support Engineer

Responsibilities:

• Provide Level 1 support for two systems; Familiar with Jira tracking system for Level 1 Support for tracking and monitoring
• Attend to users' enquiries and provide timely responses; Attend to users' issues, ensure system responses are monitored and addressed promptly, and escalate technical challenges to the relevant parties where necessary
• Attend live tracing sessions with users and the system vendor on issues that require further investigation
• Provide clarification sessions (online/in-person) to users and the system vendor where required.
• Troubleshoot issues with the system vendor and review Root Cause Analysis (RCA) reports to assess whether resolutions have been correctly identified and applied.
• Update and review documentation to ensure user guides and functional specifications are accurate and kept up to date promptly
• Provide other administrative and operational support as required

Requirements:

• Minimum 2 years of experience in IT helpdesk or Level 1 technical support roles, attending to users' enquiries and issues
• Experience in using Jira tracking tool; Experience in troubleshooting IT system issues and working with system vendors on root cause analysis and resolution
• Experience in reviewing and updating technical documentation such as user guides and functional specifications
• Experience in supporting or participating in user engagement sessions, such as training, clarification, or community events
• Experience in monitoring system responses and escalating technical challenges to the relevant stakeholders promptly
• Meticulous and attention to details and able to work independently with minimal guidance; Able to work collaboratively with the various team members and engage with different stakeholders

-----------------------------------------------------------------------------------------------------------------------------------

Interested applicants can also email CV at [email protected] (for faster processing, please state the exact job / position title applied “Helpdesk Support Engineer”

Only shortlisted candidates will be notified.

-----------------------------------------------------------------------------------------------------------------------------------

EA License Number: 10C3636
EA Personnel Name: Arora, Hardeep
EA Personnel Registration Number: R1111454

By submitting your resume and cover letter to apply for our job opening, you confirm that you have read the Data Protection Notice for Job Applicants (https://www.nsearchglobal.com/dp-notice/job-applicants) and you consent to the collection, use, and disclosure of your personal data for the purpose of verifying and evaluating your job application. Additionally, you have to notify and obtain consent from all individuals listed as your references to their data being collected and disclosed for the purposes related to your job application

Skills

Technical Documentation, Issue Tracking, Ticketing, Root Cause Analysis, System Monitoring, JIRA, RCA, Application Support, Networking, Liaise With System Vendors, Administrative Support, Technical Support