IT Support First Level

17 hours ago

Philippines Valeo IT Full time
Language skills

Language skills: Mandarin, English

Responsibilities
  • Manage IT requests and incidents, including identifying, documenting, categorizing, prioritizing and providing initial support according to established procedures to ensure service quality
  • Supporting end users through telephone and remote support tools.
  • Analyze issues and provide initial solutions or workarounds for end-user requests and incidents.
  • Capture requests and incidents in a standardized ITSM platform.
  • Ensure the correct categorization and prioritization of incoming requests.
  • Routing tickets to other support groups when necessary to ensure resolution
  • Performing service requests, such as resetting passwords
  • Communicating and escalating issues to functional or hierarchical departments as required.
  • Documenting the work performed and continuously updating the knowledge base.
  • Resolving complaints and escalations where possible.
  • Communicating with other departments and forwarding relevant information in a complete and timely manner.
  • Compliance with internal regulations and work instructions of the company and the customer.
Qualifications (English)
  • Experience in SD/Customer Support
  • Proactive and open communication
  • Troubleshooting in Office 365
  • Windows clients (7, 8, 10)
  • Understanding Active Directory
  • Understanding Azure AD
  • Understanding of group policies
  • Basic knowledge of network management
Qualifikationen (Deutsch)
  • Erfahrung im SD/Customer Support
  • Proaktive und offene Kommunikation
  • Fehlerbehebung in Office 365
  • Windows-Clients (7, 8, 10)
  • Verständnis von Active Directory
  • Verständnis von Azure AD
  • Verständnis von Gruppenrichtlinien
  • Grundlegendes Wissen im Netzwerkmanagement
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