System Support Engineer

Key Duties and Responsibilities

• Serve as the primary contact for IT related issues to end users in DCP plants and manage IT service management helpdesk.
• Provide first-level support on all IT related issues and escalate more technical problems to appropriate second-level/ expert support teams within the Group IT function.
• Follow-up with second-level/ expert support teams to ensure prompt resolution of escalated faults/ requests and handle inbound and outbound communication between end user and expert support teams.
• Communicate resolution of faults to end-user/ fault/request initiator.
• Log all requests/ issues unto the service centre database and perform regular trend analysis of issues and requests.
• Assist in developing and administering training programmes for end users e.g. on relevant self-help tips.
• Provide input to relevant IT teams on possible enhancements to existing systems/ products, based on user queries/ feedback
• Administer internal customer satisfaction surveys.
• Keep abreast with new end user technologies and apply knowledge to DCP.
• Manage user accounts, passwords and permissions.
• Prepare and submit periodic management reports to the Plant IT Coordinator.

Requirements

Education and Work Experience

• Bachelor's degree in Computer Science, Information Technology or a related discipline
• Experience in IT-related activities is an advantage
• Minimum of 3 years of experience

Skills and Competencies

• Proven work experience as a technical support engineer.
• Knowledge of web services, and IP-based protocols.
• Knowledge of computer hardware and networking systems.
• Good time management skills.
• Good interpersonal skills.
• Ability to troubleshoot complex hardware and software issues.
• Excellent written and verbal communication skills.
• Ability to think critical

Benefits

• Private Health Insurance
• Paid Time Off
• Training and Development