Service Desk Engineer

Responsibilities

• Submission of report on weekly/ monthly/ yearly which consist of but not limited to: Service Desk statistical report; Service Level Agreement (SLA) performance report; Technical report on system health; Incident and request report.
• First-Level Troubleshooting such as handling basic connectivity issues (LAN/WAN/Wi-Fi), assisting users with network access problems (e.g., VPN, IP conflicts) and inspecting physical layer issues like cabling and port status.
• Monitor on network performance using tools to track uptime, latency, and other key indicators and perform basic network troubleshooting.
• Monitor and track support requests to ensure prompt follow-up and resolution.
• Install, configure, and maintain software applications and IT hardware.
• Assist with the onboarding of new employees, including setting up software, hardware and user profile.
• Support user administration, roles, and authorizations when r...