IT Helpdesk Technician

Responsibilities:Serve as the first point of contact for customers seeking technical assistance over the phone or emailPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback or suggestions by customers to the appropriate internal teamIdentify and suggest possible improvements on proceduresRequirements/Qualifications:Proven experience as a help desk technician or other customer support roleTech savvy with working knowledge of Laptops PC(include printer), network and security software (NASCA, ESCORT, Anti-Virus etc)Good understanding of computer systems, mobile devices and other tech productsAble to install and configure Laptops, PC's and Desktops, Printers and peripheralsAbility to diagnose and resolve basic technical issuesComputer skills must include: Microsoft Office Suite, SAP GUIInstall and repair Laptop PC, PrintersExperience with LAN and Cabling1~4 years' experience working in helpdesk area with break/fix experience and/or with related education/trainingBut entry level is applicable.Excellent communication skillsCustomer-oriented and cool-temperedBSc/BA in IT, Computer Science or relevant fieldA+ Certificate is preferred