​Netpoleon Solutions is a well-established IT Security and Network Company recently acquired by Macnica Inc – a US 5.5 Billion Dollar Revenue company. With offices in Singapore, Australia, Cambodia, India, Indonesia, Malaysia, Myanmar, New Zealand, Philippines, Thailand, Vietnam and parent company in Japan and US, we are now inviting individuals that have strong skills and knowledge in IT Security to join us. You will be able to embark on an exciting career, as we pursue our strategic expansion.

Working Hours: 9am to 6pm, Mon-Fri
​Salary will commensurate with qualification and experiences

Job Title

IT Heldesk Support

JOB DESCRIPTION:

1.    Provide first level contact and convey resolutions to customer issues
  • Resolves level 1 customer cases successfully, and clearly documents customer problems for further escalation.

2.    Properly escalate unresolved queries to the next level of support
  •  Proactively monitor, coordinate, escalate and close all technical tickets assigned to engineers base on the SLA and process.

3.    Track, route and redirect problems to correct resources

4.    Update customer data and produce activity reports
  • Provide regular reports to internal team (un to management level) or external customer (if needed) base on the schedule and frequency of needed reports.

5.    Walk customers through problem solving process

6.    Follow up with customers, provide feedback and see problems through to resolution

7.    Utilize excellent customer service skills and exceed customers’ expectations

8.    Ensure proper recording, documentation and closure
  • Documents all actions taken toward resolving customer issues in customer contact tracking database or ticketing system.
  • Analyzes and documents all actions taken toward resolving significant and unique customer issues in customer contact tracking database or ticketing system.

9.    Recommended procedure modifications or improvements

10.  Preserve and grow your knowledge of help desk procedures, products and services

11.  Participates in a round robin on-call rotation cycle during the shift if needed.
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12.  Proactively shares knowledge with internal technical team by clearly documenting FAQs on engineering solutions.
REQUIREMENTS
  • Graduate of BS Computer Science, BS Computer Engineering or any 4-year related course.
  • With an excellent written and oral communication skills
  • Open for fresh graduates but 1-2 years related work experience in relevant industry is an advantage.
​Interested candidates, please apply via the “Apply Now” button below.  We regret that only shortlisted candidates will be notified.