Information Technology Support Engineer at Computech Limited

Duties & Responsibilities

• Log all relevant incident or service request calls allocating categorization and prioritization codes. 
• Fast response or turnaround to requests while recording and tracking incidents and complaints. 
• Enhance access to IT services by providing first-tier and second-tier investigation and diagnosis. 
• Resolve as many incidents or service requests as possible and escalate incidents or service request that they cannot resolve within agreed time scales based on the service level agreement. 
• Monitor the progress of escalated tickets to the third-tier teams based on their operational level agreements. 
• Coordinate with third-party solution providers. 
• Keep users informed of status progress assessment and changes to their tickets. 
• Manage the request or ticket life cycle. 
• Close all resolved incident requests and other calls. 
• Conduct customer or user satisfaction callbacks or surveys as agreed 

Qualifications & Requirements

• Degree in Computer Science or IT-related field
• ITIL Foundation certification
• Certified A+
• At least 2 years of working experience
• Certifications in Lenovo/ HP Hardware and Apple will be an added advantage
• Great communication skills