Pasir Ris - Technical Support Analyst

Job Summary:

The Junior IT Support Specialist will provide first-level technical support to end-users, primarily focusing on troubleshooting and resolving issues related to Nice Engage and Nexidia and related connectivity to the applications. This role is crucial for ensuring the smooth operation of IT systems and providing excellent customer service to our internal staff.

Key Responsibilities:

First-Line Technical Support:

• Respond to IT support requests from users via various channels (in-person, phone, email, ticketing system).
• Diagnose and resolve basic hardware and software issues on desktops, laptops, and peripherals and report further to L2 team if need be.
• Assist with the setup and configuration of new user accounts and workstations.
• Troubleshoot system performance issues, error messages, and application crashes.
• Install, configure, and update Microsoft Office applications and other standard software.
• May require on-call or after-hours support in emergency situations

Documentation and Communication:

• Accurately log all support incidents and resolutions in the ticketing system.
• Contribute to the creation and maintenance of IT knowledge base articles and documentation.
• Communicate technical information clearly and patiently to non-technical users.
• Escalate complex or unresolved issues to senior IT staff or specialized teams when necessary.

General IT Support:

• Adhere to IT policies, procedures, and security best practices.
• Participate in daily standup call to provide status updates of INCs.

Qualifications:

• Education: High school diploma or equivalent required. A relevant associate's degree or technical certification (e.g., CompTIA A+, Microsoft Certified Fundamentals) is a strong plus.
• Experience: 0-2 years of experience in an IT support or help desk role, or relevant internship experience.

Technical Skills:

• General knowledge of Microsoft Windows operating systems (Windows 10/11) Microsoft word, excel and PowerPoint
• Familiarity with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP) is a plus.
• Experience with a ticketing system is advantageous.

Soft Skills:

• Excellent communication and interpersonal skills, with a patient and customer-service oriented approach.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Eagerness to learn and adapt to new technologies.
• Good organizational and time management skills.