Technical Support Consultant - Singapore - The People Lab Pte Ltd

The People Lab Pte Ltd

Verified Company

Singapore

3 weeks ago

Posted by:

Wei Jie

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Description

The Technical Support Consultant (L2) provides Tiers 1 and 2 support to our clients; handling escalated support requests from Service Desk Support Consultant (Level 1), as well as any projects that require on-site troubleshooting, installations, or implementations.

Use client Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
Logging and responding to all service requests and updating tickets as needed (Leve1 and 2)
Split tickets that have several issues into their own individual tickets to ensure linear tracking and resolution.
Ensure tickets are not 'stale' throughout the Incident lifecycle process, and all tickets meet the Service Levels (SLA).
Update IT assets and information.
Perform regular updates, patches, and security measures on software and systems.
Troubleshoot and repair hardware components as needed.
Maintain user accounts, permissions, and access levels.
Assist in the administration of servers, domains, and other IT infrastructure.
Assist the client with remote or onsite troubleshooting activities.
Assist the client with onsite installation/implementation & removal of equipment.
Advanced diagnosis skills of technical issues related to enduser hardware & software.