RDSS (Desktop Support Engineer)
ITCAN PTE. LIMITED
7 days ago
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Job summary
ITCAN PTE. LIMITED is seeking a Service Support professional to act as level 2 support for technical issues and as an escalation point from Level 1 Service Desk.
You will diagnose problems and ensure timely resolution. You will resolve issues remotely within SLA, support via BeyondTrust, handle software installation and upgrades, resolve sign-in problems for M365, and share knowledge with colleagues to improve service.
Responsibilities
- Acts as a level 2 support for technical issues, or escalation point from Level 1 Service Desk support
- Able to resolve technical issue remotely within the given SLA
- Provides technical support via remote connection (BeyondTrust) to large enterprise agency users
- Resolves software installation and software upgrade issues via Software Center/CCMCache
- Resolves access, sign-in issues, and general usage of M365 Office account
- Generates logs and screenshots required to escalat to third-party vendors
- Troubleshoots basic network connection issues
- Proactively shares and collaborates with colleagues for knowledge-sharing
Job description
Service Support:
- Acts as a level 2 support for technical issues, or escalation point from Level 1 Service Desk support
- Able to resolve technical issue remotely within the given SLA
- Provides technical support via remote connection (BeyondTrust) to large enterprise agency users
- Resolves software installation and software upgrade issues via Software Center/CCMCache
- Resolves access, sign-in issues, and general usage of M365 Office account
- Generates logs and screenshots required to escalat to third-party vendors
- Troubleshoots basic network connection issues
- Proactively shares and collaborates with colleagues for knowledge-sharing
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