Helpdesk Technical Support
4 days ago
Join our After Sales Delivery (ASD) Team as a Helpdesk Technical Support
Minimum Requirement
- Bachelor's degree in ECE, Electrical, IT, or any related field.
- Fresh grads are also welcome to apply
- Background in telecom systems and technical troubleshooting.
- Experience in remote alarm monitoring, backend configuration, and system diagnostics.
- Proficient in using ticketing platforms for issue tracking and resolution.
- Familiar with the Microsoft Dynamics NAV application and its processes.
- Proficient in MS Office tools, especially Excel and PowerPoint.
- Strong communication skills with the ability to handle calls and support customers and internal clients.
Job Functions
- Serve as the first point of contact for customer queries and technical support concerns.
- Create support tickets, escalate unresolved issues, and manage ticket lifecycle to resolution.
- Analyze and troubleshoot reported issues, providing initial resolution or forwarding to the appropriate team.
- Update and maintain the warranty tracker, and monitor tickets to ensure timely updates and closures.
- Coordinate with the Resource Group to assign teams for on-site support as needed.
- Maintain continuous communication with on-site teams to ensure service delivery.
- Ensure accurate and timely closure of resolved tickets.
- Assist in filing and monitoring job orders (JO), cash advances (CA), request for estimates (RFE), and TERFs in NAV and the ticketing system.
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