Ensuring that troubleshooting is carried out to a high standard and follows all Amazon polices and guidelines, specifically IT and Health & Safety. Leading the coordination of trouble tickets and change management to strict Service Level Agreements (SLAs),
Set up, configure, and maintain a variety of hardware including laptops, desktops, printers, scanners, phones, CCTV, routers, modems, and access points; troubleshoot hardware issues to ensure seamless operation.
Set up, configure, and maintain a variety of hardware including laptops, desktops, printers, scanners, phones, CCTV, routers, modems, and access points; troubleshoot hardware issues to ensure seamless operation.
Deliver 2nd and 3rd line support for desktop infrastructure, Microsoft 365 Suite, and Microsoft Servers to maintain operational stability for financial services clients
This role requires someone who can perform application support by providing accurate resolution or workaround to users within the defined SLA, and responsibly follow up on the case. Ideally, should be familiar with incident tracking software and experience in support work. He/she is required to work closely with developers and end users for application testing. Responsibilities: Handle incoming support cases and track using incident tracking software • Follow up on support tickets proactively till closure within the defined SLA • Provide level 2 application support to service desk using email and phone • Create test cases for bug fixes and/or system enhancements • Liaise with developers and end users during the testing process to ensure all test cases passed • At least 1 year experience as a software tester or as applications technical support staff. • Perform any other administration and operational work as required by supervisor Requirements: Diploma or Degree holder of an IT related course • Good computer skills, including use of Microsoft Office and Microsoft Excel • Good command of written and spoken English • Self-driven and demonstrate willingness to learn • Have a passion for troubleshooting to provide solution to the users • Possesses MS Dynamics CRM knowledge is an added advantage