First-Call IT Support Engineer

Full-time Other-General

Contract: 1 year

Location: Bedok

Salary budget: Up to 3.2k + performance bonus + Shift allowance

Working hours: 12 hr shift/ 8.5 hrs shift

Responsibilities :

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails areresponded in a timely manner.
• Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as perwork instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and completerelevant information is recorded.
• Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
• Handle initial classification/ prioritization of the incidents. Track the progress of resolution a...