Deskripsi Pekerjaan
Are you a tech-savvy professional looking to kickstart your career with a global industry leader? iFive Global is currently seeking a highly motivated L1 Service Desk Engineer to join our dynamic IT support team in Pasig City. In this role, you will be the first point of contact for our users, providing essential technical assistance and ensuring seamless operations.
We pride ourselves on fostering a culture of continuous growth and collaboration. As part of our team, you will enjoy a competitive compensation package, comprehensive HMO coverage starting on Day 1, and regular company engagement activities designed to keep you motivated and connected. If you are passionate about troubleshooting, customer service, and solving complex technical challenges, we want to hear from you.
You will work on a shifting schedule, providing you with unique flexibility. Join us and be part of a forward-thinking environment where your technical expertise is valued and your career growth is a priority.
Tanggung Jawab
- Serve as the primary point of contact for incoming technical support tickets via email, phone, or chat.
- Perform initial troubleshooting and root cause analysis for hardware, software, and network-related issues.
- Document all support interactions accurately within the IT Service Management (ITSM) ticketing system.
- Escalate complex or high-priority technical issues to L2/L3 engineering teams when necessary.
- Provide prompt resolution for user access management, password resets, and software installations.
- Maintain system documentation and create knowledge base articles to assist end-users and team members.
- Ensure high levels of customer satisfaction by providing professional, timely, and clear communication.
Kualifikasi
- Bachelor’s Degree in Information Technology, Computer Science, or a related field.
- Minimum of 1-2 years of experience in a Service Desk, Helpdesk, or Technical Support role.
- Strong understanding of Windows/macOS operating systems and common office productivity software (MS Office 365, Google Workspace).
- Solid knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Excellent verbal and written communication skills in English.
- Proven ability to troubleshoot hardware/peripheral issues (printers, monitors, docking stations).
- Must be willing to work on a shifting schedule.
- Strong customer service mindset with excellent multi-tasking and problem-solving abilities.