L2 IT Help Desk - Contract (On-Site)

Responsibilities:

• Serve as the first point of contact for users seeking technical assistance
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Device provisioning not limited to deploying and imaging various devices including desktops, laptops, and iPads
• Office IT equipment setup such as monitors, keyboard and mouse
• Issuance and administering telco's data SIM card
• Perform user onboarding for technology requirements
• Resolving SaaS product issues with vendor support
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Identify and suggest possible improvements on procedures
• Weekly reporting of ticket status, project status and other area of responsibilities

Requirements:

• 5+ years of hands-on experience for system support in a well-established environment.
• Proven experience as a help desk technician or other customer support role
• Must have experience with supporting Microsoft Office 365
• Have experience with Microsoft Windows 10
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered