Service Desk 2nd Line Support Engineer

Work Place: FSBT, Exchange Tower Work Time: Ability to work flexible, 24x7, rotating shifts, including weekends and public holidays

Responsibilities:

• Provide remote support and/or remote maintenance to customers
• Work with vendor or related parties to resolve the problem-related desktop, network, telephony system,
• facility and infrastructure improvement project.
• Motivate and support the service desk operation, ensuring that calls are dealt with promptly to the
• satisfaction of end-users
• Ensure optimum accessibility of the Service Desk based on customer's Service Level Agreement
• Act as a further escalation point for unresolved or escalated calls
• Analyze incident trends, and recommend and implement actions, with approval, to reduce incidents
• Report monthly on service delivery performance to Management and customer
• Coach and support service desk operations assess and records their performance and supports them in
• their personal professionalization
• Manages staff on the basis of performance reports and observed problem areas
• Manage and improve processes, work instructions and tooling on the Service Desk, organize and supervise
• improvement projects and contributes ideas for further professionalization of the organization
• Participate and assist in driving knowledge management process.

Qualifications:

• Bachelor or Master Degree in Computer Engineering or related fields.
• 5 years' experience of Service Desk, Administrative of Telephony System, Trouble Ticket Basic knowledge in Windows 2008/2012, virtualization, Router, Switch and BCP will be advantage.
• Knowledge in SQL is big plus.
• Customer Service mind and Good Troubleshooting skills.
• Excellent interpersonal, communication and analytical skill.
• Able to work under pressure and time constrain.
• Enthusiastic and ambitious attitude.
• Proficiency in English.
• ITIL certified is appreciated.