全职 Service Desk Engineer 工作, 薪水, RecruitFirst 公司招聘中 - Ricebowl

1 Year Contract under Agency Headcount, Renewable.

Responsibilities:

Provide first level technical support to end users via phone, email, remote desktop, and ticketing system.

Diagnose and resolve hardware, software, network, and system related issues remotely.

Log, track, and manage incidents and service requests using the IT service management (ITSM) ticketing system.

Escalate unresolved or complex issues to second level support or relevant technical teams, ensuring timely follow up.

Support installation, configuration, and troubleshooting of desktops, laptops, printers, mobile devices, Microsoft Office applications, and other business software.

Perform user account administration, including password resets, account creation, access provisioning, and permissions management.

Assist with VPN, email, Microsoft 365, Active Directory, and remote connectivity issues.

Ensure all incidents and requests are resolved within agreed Service Level Agreements (SLAs).

Maintain accurate documentation of troubleshooting steps, resolutions, and knowledge base articles.

Provide guidance and training to users on IT systems and best practices.

Participate in system maintenance, software deployment, patch management, and IT asset management where required.

Collaborate with internal IT teams and external vendors to resolve technical issues and improve service delivery.

Monitor recurring issues and recommend process improvements to enhance operational efficiency and user experience.