Technical Support Engineer – Level 1

Job Description

• Take first-line inbound and outbound support calls via phone; night shift work
• Process e-mail support cases; Log cases in CRM (Siebel);
• Share knowledge through technical sharing or training
• Continuously improve and upgrade technical knowledge and skills through training and certification
• Meet business objectives and team targets defined by SLAs and Scorecards
• Use existing knowledgebase and published solutions in resolving cases

Requirements

Minimum:

• 1 year work experience
• Proficient in desktop computers with basic knowledge in Microsoft Windows operating system
• Basic knowledge of networking concepts
• Proficient in MS Office applications
• Ability to effectively instruct or guide customers using verbal and written English language
• Customer oriented, enthusiastic and prompt
• Possess telephone customer service skills
• Willing to work on night shift

Desired:

• > 1-year experience in any industry with a general understanding of computer hardware and consumer/home edition operating systems
• Preferably with experience in installing and configuring Microsoft Windows operating system
• Preferably with good understanding of Internet technology and TCP/IP environment
• Intermediate understanding of Microsoft Office applications and Microsoft Windows accessories, including web browser and instant messaging software
• Preferably with Microsoft Windows certification or any networking related certifications (Cisco)