ReSource Pro - Engineer - IT support (4-6 yrs)

Purpose of the Position :

Operate as the first and second line of IT support by monitoring, identifying, troubleshooting, resolving, and escalating daily IT issues that affect an employees ability to do their work, or a processors ability to remotely connect to their client. Added responsibilities of supporting the maintenance of Helpdesk related systems, and implementing some helpdesk projects, as needed.

I. Principal Responsibilities :

Responsibilities :

Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.)

Description (Do in order to/to )

1. Ticket Operation :

- Monitor the ticket system, respond user support requests in a timely, standardized, and customer service-oriented manner. Operate, maintain and improve RSPs system and equipment. Escalate situations requiring urgent attention or additional assistance to ensure effective IT infrastructure to meet the business needs.

2. Areas Operation and Improvement :

- Maintain, operate, and optimize IT areas of responsibility (e.g., Software deployment, Reporting, Purchasing, etc.) to improve Helpdesk services and systems.

3. Project Participation and Management :

- Lead or provide assistance in researching, evaluating, and executing IT projects to improve the helpdesks service and systems.

4. Others :

- Provide technical experience to Helpdesk Assistants to resolve and escalated issues. Document issue resolution and recommend changes to procedures to reflect current state.

The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on business needs.

Working Experience :

- Minimum 3+ years of working experience in IT

Competencies, Skills and Behaviors :

- Fundamental computer skills in Windows and MS office, especially Word, Excel.

- PC troubleshooting knowledge

- Good customer service skills.

- Good communication skills

- Good research skills

- Good problem solving skills

- Good English skills (verbal and written)

- Linux and Windows server skills preferred

- Basic network troubleshooting skills preferred

- Please refer to IT Competencies IT Analyst for more detailed competencies.