Job Description
Key Responsibilities
- Provide first- and second-level technical support for hardware, software, and network-related issues.
- Respond to and resolve IT service requests within established service level agreements (SLAs).
- Install, configure, maintain, and troubleshoot desktop systems, laptops, printers, and peripheral devices.
- Monitor and ensure security software, antivirus solutions, and system updates are deployed and maintained.
- Maintain accurate inventories of IT hardware, software licenses, and technology resources.
- Support remote users and branch offices by diagnosing and resolving technical issues remotely.
- Create, update, and close service tickets, ensuring all incidents and requests are properly documented.
- Prepare detailed resolution notes and maintain records for future reference and knowledge sharing.
- Develop and update IT documentation, standard operating procedures (SOPs), and knowledge bas...
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