Provide remote technical support to customers via telephone, e-mail, remote desktop sharing tool and other appropriate means for company products & services.
In line with service level targets, accountable for cases that logged by customers and manage them to resolution effectively and proactively, in line with service level targets.
Deliver the best customer experience by adhering to the Company policies and procedures.
Use and develop problem-solving techniques to resolve customer issues and enquiries as to achieve key stakeholder’s satisfaction.
Educate and guide customer on MFD and relevant software technology
Contribute to the knowledge management database available to all staff.
Continually builds understanding of customer’s business, their challenges, drivers, and future direction to build strong customer focused relationship
Take part in team events and support team actively
Relevant knowledge in Windows Servers, including High-Availability and Disaster Recovery
Database connection, data, networking, Cloud Computing, and performance analysis skills.
Hardware: Desktop/Laptop, Server (Desirable) and Networking devices.
Networking: LAN and Wireless Technology.
Previous experience in IT Helpdesk will be highly regarded.
Working knowledge of ITIL principles.
Experience with Equitrac, Y-Soft, PaperCut would be desirable.
Experience with MFD, Software Solutions, application/ programming skills (HTML, PSO, Java, C++…etc.) is a bonus.
Strong interpersonal and communication skills.
Must be fluent in English, verbal and written.
Ability to develop knowledge independently.
Ability to work independently as well as part of a team.
Advanced troubleshooting and problem solving skills.
A record of a can-do, mature and professional attitude, and attention to detail.
Keep up to date with the latest technologies.