SeniorFull TimeENAsia/Pacific
Responsibilities:
• Working in a shift rotation as part of our 24x7 service operation. • Act as the second and third level of escalation for technical issues, providing expert assistance to Level 1 Support Engineers. • Independently investigate and resolve complex technical problems related to software applications, hardware components, and network infrastructure. • Develop and maintain technical knowledge base articles, documentation, and best practices to aid in issue resolution and knowledge sharing. • Prioritize and manage multiple support tickets, ensuring timely and effective resolution for customers. • Communicate with customers professionally, keeping them informed of the status and progress of their support cases. • Mentor and assist Level 1 Support Engineers, providing guidance and technical training to enhance their skills. • Monitor system performance and proactively identify potential issues to prevent customer impact. • Collaborate with cross-functional teams to improve product reliability, usability, and customer satisfaction. • Continuously update technical knowledge and stay informed about new technologies and industry trends. • Ensure work is completed in line with KPI targets and personal objectives.
Requirements:
• Excellent communicator – fluent written and spoken English is MUST • Bachelor’s degree in computer science, Information Technology, or related field; relevant work experience may substitute for formal education. • Proven experience in a Level 2 or Level 3 technical support role or a similar technical position. • In-depth knowledge of operating systems (e.g., Windows & macOS), software applications, and hardware components. • Experience and knowledge of managing Office 365 (Exchange, SharePoint, OneDrive etc.) & Microsoft Intune. • Working knowledge of Windows Server (2008, 2012, 2016, 2019, 2022) including AD & Group Policy. • Strong understanding of networking concepts, protocols, and troubleshooting techniques. • Excellent analytical and problem-solving skills, with the ability to think critically and logically. • Exceptional customer service and communication skills, with the ability to explain complex technical concepts in a clear and understandable manner. • Experience working with ticketing systems and support tools. • Familiarity with virtualization technologies and cloud platforms is beneficial. • Desirable - Experience working with RMM tools such as N-Able and Labtech • Desirable - Experience working with ITSM tools such as ConnectWise and Autotask
Atech Benefits:
• 24 days leave plus 8 festival holidays • Food Provided • Provident Fund • Exam fee and training funding • Healthcare Scheme. • Enhanced maternity & paternity leave • Employee Assistance Programme • Employee Wellbeing policy • Mobile reimbursement policy • Employee Referral Scheme Individual Training & Development Plans.
Atech part of the Iomart Group is a highly accredited Microsoft Partner who delivers transformed technology with managed services. Our team of certified Microsoft experts align with your team to deliver an excellent service tailored to your individual needs, 24/7/365.
Our services support 25,000 users globally and proactively monitor 45,000+ devices in key areas:
Please click apply if you like the sound of this. If you do not have an up to date CV or want to have a chat about the role first please feel free to contact me on careers@iomart.com
We’re an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.
