L1 Help Desk Engineer - Bahasa Melayu

GSS HR Solutions Private Limted; Manila; On-site; PHP 223,000 - 357,000; Full time

Job summary

GSS HR Solutions Private Limted is recruiting for a helpdesk analyst to provide first level diagnostics and resolution for Windows, Mac, and Linux environments, plus manufacturing tool automation. You will monitor tickets, route issues, and escalate where needed, while owning each ticket through resolution.

You will install and troubleshoot OSes, drivers, and productivity tools, and support remote connectivity. Strong communication, multitasking, and a proactive approach are essential.

Qualifications

• Effective written and oral communication skills.
• Analysts should be helpful and have a customer service mindset.
• Courteous and professional.
• Technical skills working with Windows OS, Mac OS, MS Office applications, MS Exchange, Active Directory, ITSM solutions, Internet, VPN related software, WebEx,
• Self-motivated.
• Ability to multi-task by handling multiple issues at the same time
• Proactive in resolving issues and looking for process efficiencies.

Responsibilities

• Provide first level diagnostics and problem resolution for Windows, Mac, Ubuntu/Linux, manufacturing tool automation and applications.
• Monitor ticket queue and route tickets appropriately.
• Support TI Sentinel and related monitoring tools.
• Receive, document, resolve and/or escalate service requests via web tickets or phone calls.
• Collaborate with level 2 and 3 support to resolve issues while owning the ticket.
• Install, configure, troubleshoot and update Windows, Mac, third party apps, drivers and remote connectivity tools.
• Proactively repair client issues with security, backup, admin tools and SCCM.
• Resolve client issues remotely using collaboration tools (WebEx, VNC, RDP) without desk-side visits.
• Answer end user questions and how-tos.
• Assist 3rd level teams on short-term projects.
• Grant user permissions to TI systems and applications.
• Document/update TI knowledge base.
• Monitor customer survey responses for continuous improvement.

Skills

Written & verbal communication

Customer service mindset

Courteous & professional

Windows OS

Mac OS

MS Office

MS Exchange

Active Directory

ITSM solutions

VPN software

WebEx

Self-motivated

Multi-tasking

Process improvement

Tools

WebEx

VPN software

ITSM tools

Job description

• Provide first level diagnostics and problem resolution for Windows, Mac, Ubuntu/Linux, manufacturing tool automation, manufacturing applications


• Ticket queue monitoring and ticket routing


• TI specific application monitoring tool (Sentinel)


• Receiving, documenting, resolving and/or escalating service requests/incidents via web tickets or phone calls.


• Work with level 2 and level 3 support to resolve issues while maintaining ownership of ticket. This supports our level 1 resolution goals.


• Install, configure, optimize, troubleshoot, upgrade & update of approved Windows OS/Mac OS, third party applications, device drivers, peripherals, mobile productivity devices, remote connectivity and enterprise collaboration tools.


• Proactive repair of client related issues with products like anti-virus, encryption, backup, admin rights tool and SCCM among other client tools.


• Will require remote resolution of client issues using collaboration tools (i.e. WebEx, VNC, RDP) that do not require a desk side visit and dispatching of tickets to local sub teams or other groups/teams within TI.


• Answering end user questions and how-to’s


• Assisting 3rd level support teams with short term projects


• Granting user permissions to TI systems and applications


• Documenting/updating support documentation in TI knowledge base


• Monitor customer survey responses for analysts to apply continuous improvement

Skills Required:

• Effective written and oral communication skills.


• Analysts should be helpful and have a customer service mindset.


• Courteous and professional


• Technical skills working with Windows OS, Mac OS, MS Office applications, MS Exchange, Active Directory, ITSM solutions, Internet, VPN related software, WebEx,


• Self-motivated


• Ability to multi-task by handling multiple issues at the same time


• Proactive in resolving issues and looking for process efficiencies\"