Job Brief:

We are looking for someone who:
  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Manage and monitor IT products or services repairing and warranty activities.
  • Manage and monitor Preventative Maintenance activities.
  • Provide and maintain accurate information on IT products or services in the system.
  • Record events and problems and the resolution in system logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Other ad-hoc duties and responsibilities as assigned


  1. Proven experience as a help desk technician or other customer support role
  2. Tech savvy with working knowledge of office automation products, databases and remote control
  3. Good understanding of computer systems, mobile devices and other tech products
  4. Ability to diagnose and resolve basic technical issues
  5. Proficiency in English
  6. Excellent communication skills
  7. Customer-oriented and cool-tempered
  8. BSc/BA in IT, Computer Science or relevant field