IT Support Engineer (4 months contract)

EIRE Systems; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

EIRE Systems is seeking a dedicated service manager responsible for ensuring optimal performance of services delivered to clients. The role encompasses managing customer incidents, providing technical support, and conducting service reviews while maintaining strong relationships with clients. Ideal candidates will possess strong technical support skills and a commitment to service excellence.

Qualifications

• Provide on-site support for PC hardware and software.
• Communicate with vendors for hardware orders.
• Ensure timely resolution of technical issues.

Responsibilities

• Manage the performance of services to customers.
• Ensure service levels meet or exceed customer expectations.
• Provide management and performance reports.

Skills

Technical support

Incident management

Customer communication

Job description

Responsibilities:

• Manage the performance of services to customers.
• Ensure that service levels are achieved in line with contracts and that customers’ expectations are met or exceeded.
• Ultimate responsibility for ownership of all customers’ incidents or logged service requests.
• Track the incidents to conclusion in line with SLAs and quality standards.
• Manage critical customer’s incidents, associated to customer communication, activities and any appropriate escalations.
• Provide information about incidents analysis and KPIs.
• Build services relationship with customers and conduct service reviews for key customers.
• Review performance reports, service improvements, service quality and processes.
• Provide management and performance reports

Requirements

• Provide on-site technical support for PC (hardware and software), voice equipment and mobile device (Smartphone and Tablet)
• Perform basic hardware moves and changes
• Physically set up computers and software system installation
• Record all tasks and incidents in ticket tracking system
• Ensure timely resolution of issues by acquiring necessary information to best measure impact to Customer
• Proactively inform management of trends, significant problems and expected delays
• Update and manage inventory on new incoming hardware orders
• Communicate with vendors for incoming hardware orders and repairs.

Interested candidates please send your CV to [e-mail]