As a Senior IT Support Engineer, you will be mainly responsible for :
To provide technical support to external and internal customers, assisting them with software, Server, networking and hardware problems via phone, email or onsite.
To provide 1st, and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service
To maintain a high degree of customer service for all support queries and adhere to all IT service management principles
To take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site
To log all calls on the call logging system(MicroStatus) and maintain full documentation
Respond to enquiries from clients and help them resolve any hardware or software problems
Maintain a log of any software or hardware problems detected
Support users in the use of Computer equipment by providing necessary training and advice
To allocate more complex service issues to the relevant IT Support member
To arrange for external technical support where problems cannot be resolved in house
To ensure that all SLA’s are met
To work effectively and productively with 3rd line support
Produce statistics each month on call logging system(MicroStatus)
To maintain user security on all systems as per the company policy
Supporting users in the use of Computer equipment by providing necessary training and advice
To arrange for external support visit whenever problems cannot be resolved in house
To excel in this role, you would ideally have :
3 to 5 years of experience in IT field, preferably onsite support experience
Candidate must possess at least a Bachelor's / College Degree
Strong knowledge of Microsoft based operating systems with emphasis on Windows XP / 7 and MS Server 2003 / 2008
Networking Experience (LAN, WAN, Wi-Fi)
Knowledge of Active Directory (AD)
Knowledge of Symantec AntiVirus
Experience troubleshooting of hardwares and various softwares
Remote Access tools such as Log Me In or PC Anywhere
Good understanding of PC hardware and software set-up and configuration and TCP / IP networking skills
Excellent verbal and writtern communication skills
MCP, CCNA, Network+ or Server+ certification would be desirable
Willing to work in Eastwood City, Libis for a shifting schedule
Why Join Us?
MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement.
We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family.
Cultures and Values
We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started.
We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.