1.Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.

2.Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.

3.Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

4.Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

5.Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.

6.Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

What you will do:

As Associate Service Sales Engineer, you will be supporting the sale of Labour & Materials (L&M) labour hours, travel, and materials for service tasks, and the sale/administration of Planned Service Agreements (PSA) for uptime.

Gain exposure to digitalization and retrofit opportunities while working under supervision to help generate quotes, manage opportunities, and engage customers.

How You Will Do It:

A.    Primary Responsibilities (L&M & PSA Focus)

• L&M sales:

Assist in pricing and selling Labour & Materials for field service tasks, including labour hours, labour rates, travel charges, and materials used. Ensure quotes reflect accurate scoping and margin targets, with engineering support as needed.

• Quote preparation:

Prepare clear L&M quotations with defined labour, travel, and materials elements; use standard templates and guidance to ensure consistency.

• PSA sales

Support the promotion and administration of PSA (Planned Service Agreements) for uptime, including quoting, basic proposal development, and coordination with operations and teams.

• Attaching L&M/PSA:

Work with teams to identify opportunities to include L&M on service jobs or to offer PSA alongside existing services; support strategies to improve attach rates.

• Customer data collection:

Gather site and equipment data, maintenance history, and usage information to tailor L&M quotes and PSA scopes; maintain accurate records in the CRM.

• CRM & documentation:

Keep opportunities, quotes, and related documents up to date in the CRM; ensure accuracy and compliance of commercial paperwork.

B.   Secondary Responsibilities (Digitalization & Retrofit)

• Digitalization support: Assist in promoting digital service offerings (monitoring platforms, connectivity) by collecting customer data and supporting value-based proposals as directed.
• Retrofit support: Aid in identifying retrofit/upgrade opportunities; coordinate with field/engineering teams for initial scoping and proposal preparation.

C.   Operational & Support Responsibilities

• Quotation support: Prepare quotes, pricing inquiries, and basic technical proposals under supervision; ensure timely, accurate documentation.
• Customer engagement: Assist in proactive communication before, during, and after quotes; follow up on AR, PO, TOC, and other commercial documents.
• Cross-functional collaboration: Support regional offices and coordinate with Operations, Procurement, and Engineering to fulfill customer needs; assist with market surveys and competitive analysis as required.
• Documentation & delivery: Ensure electronic documentation is complete and compliant; support timely parts delivery and service execution planning

D.   Key Performance Indicators (KPIs)

• L&M quotes won and L&M attach rate (percentage of opportunities converting to L&M quotes/sales).
• PSA revenue, gross margin, and renewal activity (as applicable).
• L&M/PSA pipeline growth and conversion rate.
• On-time service delivery and adherence to project timelines.
• Margin achievement on L&M and PSA engagements.
• Customer satisfaction and retention metrics.

E.    Relationships

• Internal: Sales, Operations, Admin, Procurement, Engineering, Regional Offices.
• External: Customers, Vendors, Contractors, Service Partners.

What We Look For:

• Diploma or Degree in Engineering (Mechanical, Electrical, Industrial, or related) or equivalent.
• 1–3 years of relevant experience in service sales, maintenance, or related field;
• experience with L&M stand-alone quotes or service work is a plus.
• Exposure to industrial sectors (manufacturing, oil & gas, heavy equipment) is beneficial.
• Familiarity with digital service platforms is advantageous.

Skills & Competencies:

• Foundational sales aptitude with ability to articulate value-based solutions.
• Customer-centric, detail-oriented, and able to manage multiple tasks and deadlines.
• Proactive, collaborative, and able to work independently as well as across functions.
• Strong communication and presentation skills;
• Proficient with CRM and MS Office.
• Quick learner, willing to develop expertise in L&M (Labour & Materials) and PSA.

What we offer:

• Competitive salary
• Paid vacation/holidays/sick time
• Comprehensive benefits package
• On the job/cross training opportunities
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy

Overview

Microsoft has an exciting opportunity for an experienced service engineer to join our Sovereign Cloud Program, working to build out and support the operations infrastructure in Microsoft’s National Partner Clouds (NPCs).

NPCs are specialized cloud environments that are designed to comply with the data laws of specific countries and regions.  You would be part of the team responsible for

• enabling secure cross-domain data transfer between the Azure public cloud and the NPCs
• enabling secure operational access to the NPCs for the local operations team
• NPC operations infrastructure – including WAN and LAN connectivity

These capabilities enable secure data transfer between platforms, and have critical and demanding security, sovereignty, monitoring and control requirements. Coupled with the challenges of supporting complex environments across disparate security domains, these roles create exciting complex engineering and service support challenges you can solve with us!

Microsoft’s mission is to empower every person and every organization on the planet to achieve more.  As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals.

Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• You’ll be a critical member of a geo-distributed team responsible for designing, implementing and supporting operations capabilities within high-assurance, secure and highly available environments.  Your role as a senior engineer will mean you are responsible for the outcomes the team delivers as well as ensuring other team members grow and learn to deliver better outcomes themselves.
• You’ll be responsible for championing, implementing and refining DevOps practices in order to improve operational efficiency while ensuring other requirements, such as security, are not compromised.
• You’ll lead design, code and security reviews across teams to identify risks and prevent classes of bugs prior to release by applying expertise in application design, security, and other relevant technologies.
• You’ll understand the capabilities and limitations of existing tools and resources, and the customer impact of design trade-offs and exceptions, to drive and optimize team decision making.
• You’ll actively drive 24/7/365 support, which means participating in rotating on-call duties. Your responsiveness and problem-solving skills will be crucial.
• Collaboration across the global organization is essential. You’ll be a contact point between teams, driving cross-team information sharing and process reuse in order to enhance efficiency and consistency.
• Working closely with security teams, you’ll ensure adherence to security standards. This involves integrating security practices into all aspects of your work. By maintaining a strong security posture, you’ll protect critical assets.
• You should expect to need to travel to the in-country Sovereign Operations Centers on a regular basis. This physical presence is vital for effective coordination, monitoring, and collaboration within the center.  Exact frequency to be agreed,  but needs to be frequent enough to build strong relationships with the customer teams there.

Qualifications

Required:

• Bachelor’s Degree or equivalent and at least 5 years of hands-on experience in designing, building and operating complex IT environments.

• Deep knowledge and experience deploying/configuring and maintaining: Active Directory, Group Policy, WSUS, MECM, Windows Desktop deployments and application installations.

• Experience with system and service management in high security domains.
• Azure Fundamentals (AZ-900) or any other equivalent Cloud Certification
• Proficiency in English (spoken and written) is essential for internal collaboration and reporting.

Desired:

• Deep experience in system and service administration of complex platforms.
• A passion for innovation in complex and constrained environments, to deliver advanced and progressive customer experiences.
• Experience working in broad domains including security, software, networking and service design.
• Extensive experience of service support, with on-call responsibilities. 
• Expertise experience in problem solving and analyzing distributed systems and critical production service environments.   
• Systems shell scripting experience (Bash, PowerShell, Python) and Dev Ops suites such as Ansible or equivalent.
• DevOps experience, including continuous configuration automation.
• Azure deployment knowledge including Bicep and Arm templates.

Security Clearance Requirements:

Candidates must be able to meet Microsoft, customer and/or government security screening requirements for this role. These requirements include, but are not limited to the following specialized security screenings: 

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
• Customer or government screening requirements as needed over time.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Responsibilities

• Provide IT technical onsite support for end user services problem which includes identification, diagnosis, rectification and escalation.

• Installation, re-installation, troubleshooting and reconfiguration of the standard processor, including but not limited to Intel, AMD, MAC based desktops, notebooks, printers, iPads, scanners hardware components.

• Installation, re-installation, troubleshooting and reconfiguration of Microsoft Windows and Microsoft applications and MobileIron that are found in the Desktop PCs and Notebook PCs.

• Installation of Customer access and in-house applications. Facilitate assistance in Software Distribution services for Customer’s users.

• Perform data removal from hard disk by following Customer’s Hard disk disposal procedures (eg. scrubbing, degaussing, and documentation of disposal list).

• Manage 3rd party vendors - liaison for queries, escalation, problem determination and resolution, and MAC – move, add and change

• Provide MAC support (move, add and changes) for IT infrastructure services.

• Provide desktop software support to configure / troubleshoot Microsoft Office suite / in house application 

• Provide desktop support for BCP and BCP exercises.

• Printer Maintenance (Comprehensive includes Maintenance Kit)

Requirements

• Min 2.5 years of experience in administration and support of Desktop support.

• Good communication skills.

• Experience with End-users computing environment and desktop support workflow.

• Able to perform basic network troubleshooting, Telnet, tracert, hopping, DNS, McAfee Scanning (blocking IP)

• Good understanding in AD, group policy, proxy setting, Power Excel, latest Windows OS

• Offsite Standby support for emergency incidents / cases after office hours on a weekly rotational basis amongst the team personnel.

Licence no: 12C6060

Key Job Accountabilities:

Engine/Product Production Support Repair

1) Tool Support (Primary Function)

• Design and develop repair fixtures/jigs/tools to support operational requirements, ensuring compliances with safety standards, dimensional tolerances and quality specifications.
• Coordinate with vendors/suppliers and end-users for fabrication and procurement of tools/equipment/consumables
• Perform tooling/consumable equivalency reviews
• Carry out First Article or support validation of new or modified fixtures/jigs/tools with repair engineers on repairs
• Lead or assist in investigation/root cause analysis and corrective/preventive actions for tooling failures/operational issues
• Participate in continuous improvement efforts, optimizing existing tool performances, durability or safety
• Maintain tool documentation, maintenance (i.e. CAD drawings, BOMs, tool maintenance requirements) and support audits with authorities
• Conduct feasibility studies and tool cost analysis for significant projects
• Perform 3D scanning, printing as part of tool design or prototype trials.

2) Production Support

• Perform measurements or establish programs using measurement systems (e.g. CMM, Optical Gaging Products, Optical 3D Metrology) to support operations
• Support programming in machining process (e.g. Conventional G-codes CNCs)
• Take charge of engineering documentation support functions

Required Experience and Qualifications:

• Degree/Diploma in Mechanical, Aerospace or Aeronautical Engineering
• Preferably 3 years working experience in Engines or Components Repair MRO Environment to be independently contributing
• Strong fundamentals in engineering drawing interpretations and GD&T
• Proficiency in mechanical engineering design skillsets (e.g. Autocad, Solidworks)
• Strong knowledge of tool material properties/heat treatment/surface coatings
• Proficiency in CNC programming, using measurement systems is an advantage
• Strong language, analytical, interpersonal and communication skills
• Computer literacy
• Understanding of repair processes is an added advantage
• Some understanding of aviation regulatory requirements is an advantage

Job Description & Requirements

Position Summary

The 1st Level Remote Support role is responsible for providing first-level troubleshooting and technical assistance to users’ queries and incidents received through various support channels in a professional and timely manner.

Key Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email

• Perform first-level troubleshooting on reported incidents and escalate to appropriate resolver groups when required

• Provide timely updates to customers on outstanding issues within agreed service levels

• Maintain ownership of cases and ensure accurate documentation until closure

• Manage customer expectations and escalate unusual trends or high call volumes to the Team Lead

• Classify and prioritize incidents appropriately while tracking resolution progress and follow-up actions

Requirements

• Diploma in IT-related fields

• Minimum 1 year of experience in End-User Support, Desktop Support, or Technical Service Desk

• Customer service experience from a non-technical call center environment will not be considered

• Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support

• Company: Marine Equipment Provider
• Location: West
• Position: Marine Service Engineer (20202)

Job Description:

• To board the ship for repair of boiler, incinerator, ballast water system etc
• Make quotation and submit to customer
• Make sales slip
• Report to Senior Engineer
• Respond to customer’s inquiries

Job Requirements:

• Diploma / Degree in Mechanical/Electrical/Marine
• Good knowledge and hands-on experience in mechanical/electrical systems.
• A minimum of 3 years of hands-on experience in shipyard environments or marine industry or marine vessel operations (serving as a ship crewman) is required.
• Occasional overseas travel will be required.
• To work long hours, and on Saturday, Sunday and Public holiday when necessary (Overtime payable)

Interested applicants please apply directly for further shortlisting review.

We regret that only shortlisted candidates will be notified. Other applications will be updated to our database for future job opportunities.

By submitting any resumes or applications to Pasona Singapore Pte Ltd, you are considered to have read and agreed on the terms of our Privacy Policy, and consented to us collecting, using, retaining, disclosing your personal information to the prospective employers for their consideration.

Effective from 1 October 2020 under the new Employment Agencies (EAs) Licence Conditions,

EAs will be required to collect the personal data (e.g. NRIC number number for overseas candidates) of applicants referred to employers for permanent or contract job positions of at least six months with a fixed monthly salary of S$3,300 and above.

PDPA requirements on collection, use, and disclosure of personal data would not be applicable to EAs that are collecting such information as it is a regulatory requirement by Ministry of Manpower.

Please find Privacy Policy Agreement from the below link.
http://www.pasona.com.sg/privacy.html

Jeffrey Koh Kok Ann
EA Registration No: R1770345
Pasona Singapore Pte Ltd
1 FINLAYSON GREEN ＃09-02 SINGAPORE 049246
EA License No:90C4069

Key Responsibilities

• Maintain and support daily operations of Windows servers and Active Directory environments.
• Manage and support virtualization platforms such as VMware vSphere.
• Assist in configuring, upgrading, and maintaining network equipment including routers, switches, and firewalls.
• Troubleshoot network issues and support LAN operations, including routing and switching environments.
• Provide Level 1 and Level 2 support for network connectivity, hardware, and performance-related issues.
• Monitor network performance and identify anomalies using tools such as SolarWinds.
• Perform system monitoring, health checks, backup validation, recovery support, troubleshooting, and issue resolution.
• Support installation, maintenance, and troubleshooting of software and hardware, ensuring operational continuity.
• Ensure airport operational systems and infrastructure platforms are available and stable.
• Assist in incident management, troubleshooting, escalation, and service restoration following operational procedures.
• Collaborate with internal teams, vendors, and stakeholders during operational tasks, maintenance, and incident resolution.
• Participate in system implementation, testing, maintenance, and operational readiness activities.
• Support basic network security tasks, including firewall rule adjustments and access control updates.
• Maintain and update network diagrams, topology maps, SOPs, operational records, technical documentation, and change records.
• Conduct operational activities in alignment with ITIL service management practices and established procedures.
• Provide occasional after-hours, standby, or shift support as operationally required.

Qualifications

• Diploma or degree in Computer Science, Information Technology, or a related field.
• Relevant certifications such as Microsoft, VMware, Cisco, or ITIL are advantageous.
• Foundational certifications like CCNA are preferred.

• Familiarity with Windows Server and Active Directory environments.
• Understanding of networking concepts including TCP/IP, DNS, DHCP, VLANs, VPN, NAT, routing, switching, and LANs.
• Foundational understanding of networking and IT infrastructure.
• Exposure to VMware vSphere virtualization environments.
• Basic knowledge of SQL or database concepts is advantageous.
• Familiarity with Palo Alto and Fortinet firewall platforms is preferred.
• Experience with network monitoring tools such as SolarWinds is advantageous.
• Understanding of ITIL service management practices is preferred.
• Strong analytical and troubleshooting skills.
• Excellent communication, coordination, and stakeholder management abilities.
• Willingness to learn and support multiple IT platforms.

Experience

• 2–3 years of experience in IT operational, infrastructure, or systems support is preferred.
• Exposure to networking, virtualization, Windows Server, firewall, or infrastructure support is advantageous.
• Experience in supporting 24x7 or mission-critical operational environments is a plus.
• Experience in airport, aviation, or large-scale operational environments is advantageous.
• Experience in customer-facing roles or coordinating with stakeholders is preferred.

To apply, please visit www.gmprecruit.com and search for Job Reference: 5WR6WV7R

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R23111973

Nearest MRT station: Caldecott

Responsibilities (but not limited to):

• Troubleshoot and repair medical equipment
• Perform scheduled maintenance according to define scope and standard operating procedures
• Close service call with duly completed service reports
• Customer handling and escalation
• Any adhoc duties assigned by superior from time to time

Requirements:

• Diploma/Degree in Biomedical, Electronics or Mechatronics Engineering
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Good team player and independent worker with good written and communication skills
• Excellent interpersonal and analytical skills
• Willing to work on standby mode by rotations.
• Experience working with medical equipment will be an added advantage

• Install, calibrate, and commission Particle Size Analyzers, XRF instruments, and Spectroscopy devices at customer sites.
• Perform preventive maintenance on analytical and scientific equipment to ensure reliability and accurate results.
• Troubleshoot, diagnose, and repair any equipment faults or performance issues promptly.
• Ensure all work complies with industry standards and quality procedures.

Requirements:

• Degree in Engineering
• At least 2 years of experience in servicing semiconductor instruments.
• Strong knowledge of laboratory analytical techniques, including spectroscopy, XRF, and particle size analysis.

If you are keen to apply for the position, kindly email your detailed resume in MS Word to hr@recruit-expert.com

Please note that only shortlisted candidates will be notified.

For more job opportunities, please visit our website at www.recruit-expert.com

EA Licence: 19C9701

Registration: R1326740

Key Responsibilities

• Provide first- and second-level technical support for hardware, software, and network-related issues.
• Respond to and resolve IT service requests within established service level agreements (SLAs).
• Install, configure, maintain, and troubleshoot desktop systems, laptops, printers, and peripheral devices.
• Monitor and ensure security software, antivirus solutions, and system updates are deployed and maintained.
• Maintain accurate inventories of IT hardware, software licenses, and technology resources.
• Support remote users and branch offices by diagnosing and resolving technical issues remotely.
• Create, update, and close service tickets, ensuring all incidents and requests are properly documented.
• Prepare detailed resolution notes and maintain records for future reference and knowledge sharing.
• Develop and update IT documentation, standard operating procedures (SOPs), and knowledge base articles.
• Conduct regular inspections of systems, network equipment, and IT infrastructure to ensure optimal performance.
• Collaborate effectively with internal teams while also managing assigned tasks independently.
• Participate in after-hours and on-call support activities when required.
• Perform additional IT-related duties as assigned by management.

Requirements

• Diploma or higher qualification in Computer Science, Information Technology, Computer Engineering, Telecommunications, or a related discipline.
• Minimum 3 years of experience in a Windows support, technical helpdesk, or IT support environment.
• Hands-on experience with Service Desk and Technical Helpdesk operations.
• Working knowledge of networking concepts, including TCP/IP, LAN, WAN, ADSL, and VPN technologies.
• Experience administering and supporting Active Directory, Group Policy, DNS, and DHCP services.
• Proficiency in Microsoft Office applications and end-user support.
• Strong knowledge of Microsoft Windows desktop and server operating systems.
• Proven ability to troubleshoot and resolve complex hardware, software, and network issues.
• Strong analytical, problem-solving, communication, and customer service skills.
• Ability to work independently and collaboratively within a team environment.
• Willingness to travel to branch locations and provide onsite support when required.

• Monitor system health, performance, and availability across AWS and Azure 

• Respond to alerts, troubleshoot basic issues, and escalate complex incidents to L2/L3 teams 

• Support users with access, configuration, and environment-related queries 

• Maintain documentation of incidents, resolutions, and escalation processes 

• Collaborate with cross-functional teams across multiple projects 

• Ensure compliance with security and operational standards 

• Min Bachelor's degree or above is required. 

• Basic knowledge of AWS (EC2, S3, IAM, CloudWatch) 

• Basic knowledge of Azure (VMs, Storage, AD, Monitor) 

• Familiarity with ticketing tools (e.g., ServiceNow, Jira) 

• Strong troubleshooting skills 

• Ability to handle multiple tasks concurrently 

• Open to shift work / on-call rotations 

Desktop Support Engineer / Resident Engineer

Work Location: Changi Business Park, Singapore
Employment Term: 12-month renewable contract
Salary: Up to SGD 3,800 per month
Work Arrangement: On-site

Job Summary

We are looking for a hands-on Desktop Support Engineer / Resident Engineer to provide on-site IT support for users at our client’s office, Changi Business Park.

The successful candidate will be responsible for resolving end-user computing issues, supporting workplace devices, coordinating with relevant technical teams, and ensuring that users receive timely and professional IT assistance.

Key Responsibilities

• Provide on-site Level 1 and Level 2 desktop support to end users.
• Troubleshoot hardware, software, operating system, and connectivity issues.
• Install, configure, deploy, and replace desktops, laptops, monitors, printers, and other workplace IT equipment.
• Support Microsoft Windows, Microsoft Office, Outlook, Microsoft Teams, and standard enterprise applications.
• Assist users with account access, password reset, software installation, and basic network-related issues.
• Support user onboarding, offboarding, workstation setup, device collection, and IT asset handover.
• Perform desktop imaging, device refresh, and equipment replacement activities.
• Log, track, update, and close incidents and service requests through the ticketing system.
• Escalate unresolved issues to the appropriate technical teams and follow through until resolution.
• Maintain accurate IT asset records and inventory documentation.
• Provide basic support for meeting-room equipment, printers, and other office IT devices.
• Work closely with remote infrastructure, network, security, and service desk teams when required.
• Participate in planned IT activities, including occasional after-hours support where necessary.

Requirements

• Diploma or Degree in Information Technology, Computer Science, or a related discipline.
• At least 1 to 3 years of experience in desktop support, EUC support, IT helpdesk, field support, or resident engineer roles.
• Hands-on experience supporting Windows desktops and laptops in a corporate environment.
• Familiarity with Microsoft Office, Outlook, Teams, Active Directory, and standard IT ticketing systems.
• Basic knowledge of networking concepts such as LAN, Wi-Fi, TCP/IP, and VPN connectivity.
• Experience with IT asset management, device deployment, and troubleshooting is preferred.
• Good communication and customer-service skills.
• Able to work independently while coordinating effectively with other technical teams.
• Comfortable working on-site in the Jurong area, at International Road and/or Quality Road.
• Comfortable with a 12-month renewable employment term.

Preferred Qualifications

• Experience supporting users within a manufacturing, logistics, warehouse, or corporate office environment.
• Familiarity with ITIL processes and service-level agreements.
• Experience using tools such as ServiceNow, Remedy, or similar IT service-management platforms.
• Relevant certifications such as ITIL Foundation, CompTIA A+, or Microsoft certifications would be an advantage.

Additional Information

• Salary is up to SGD 3,800 per month, depending on experience and suitability.
• This is an on-site support role.
• Candidates may be assigned to International Road, Quality Road, or both locations depending on operational requirements.
• Occasional support outside standard office hours may be required for planned activities or urgent technical issues.

What We’re Looking For:

• Passion for AV Technology

• Good communication skills

• Highly motivated individual

• Team player

• Problem-solving skills

Responsibility:

• Present solution to potential clients

• Build and maintain client relationships

• Stay updated on market trends

• Work with pre-sales and technical team

• Making regular reports on sales performance

• Making suggestions to improve sales performance

• Meet and exceed sales target

Qualifications / Requirements:

• Minimum diploma and related experience in AV field is as added advantage

• Sales experience is a plus

• Basic understanding of AV technology

• Fluent in written and spoken English, proficient in MS Office 365

• Product / Solution presentation skill

• Negotiation skills

The 1st Level Remote Support role is responsible for providing first-level troubleshooting and technical assistance to users’ queries and incidents received through various support channels in a professional and timely manner.

Key Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email

• Perform first-level troubleshooting on reported incidents and escalate to appropriate resolver groups when required

• Provide timely updates to customers on outstanding issues within agreed service levels

• Maintain ownership of cases and ensure accurate documentation until closure

• Manage customer expectations and escalate unusual trends or high call volumes to the Team Lead

• Classify and prioritize incidents appropriately while tracking resolution progress and follow-up actions

Requirements

• Diploma in IT-related fields

• Minimum 1 year of experience in End-User Support, Desktop Support, or Technical Service Desk

• Customer service experience from a non-technical call center environment will not be considered

• Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support