IT Support Engineer

Overview

Business Administrator at Acestar Sdn Bhd. IT Support Engineer responsibilities include monitoring and maintaining an organization’s computer systems and networks, diagnosing hardware or software faults, and resolving issues in person or over the phone.

Responsibilities

• Provide Level 1, Level 2, and Level 3 technical support to internal teams and external customers.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues promptly.
• Monitor and maintain computer systems, networks, and applications.
• Escalate unresolved issues to higher support tiers and collaborate with relevant departments for timely resolution.
• Act as the primary point of contact for customer technical issues, ensuring professional and timely responses.
• Log and track all customer support tickets with accurate documentation.
• Ensure compliance with Service Level Agreements (SLAs) and deliver high-quality customer service.
• Perform system health checks, maintenance, and regular updates to ensure optimal performance.
• Review system logs and alerts to identify and resolve potential problems proactively.
• Implement preventive maintenance strategies to minimize system downtime.
• Collaborate with Tier I personnel to resolve basic technical issues and provide guidance on escalated cases.
• Provide technical training and mentorship to junior support staff and end-users.
• Document technical processes, solutions, and best practices for future reference.

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