Field Support Engineer ( Point of Sales )
Station at Changi Airport office
Role Profile:
- You will help to resolve customers’ problems and requests at the first contact, or to escalate the requests to next support level.
- You will need to ensure proper call logging, and ensure that all requests are promptly closed with solutions.
- You are also expected to follow-up on outstanding issues closely and ensure that customers are kept updated on the progress.
- You will be providing on-site service support for software & hardware implementation, administration and troubleshooting on retail related hardware.
- Jobs Responsibilities:
Provide 2nd level onsite or remote troubleshooting support in response to escalations from helpdesk.
Consistently meet customer response/resolution times and objectives (SLA) as stated in the client’s support agreements with customers.
Maintain a call log database system and ensure all unresolved problems are escalated to senior engineers.
Attend to customer enquiries (phone/email) and follow-up with appropriate solutions. Coordinate with equipment vendors and 3rd party suppliers to resolve the problem.
Provide installation/removal of POS
Participate in Ad hoc projects when required.
Requirements:
- Higher Nitec or Computing related discipline,
- Prefer experience in desktop support, Point of Sale & basic Networking.
- Min 1 year experience in Customer Support Environment will be advantageous,
- Good technical, analytical and troubleshooting skills, with strong customer-oriented attitude and inter-personal skills,
- Have a positive attitude towards work and willing to learn.
- Able to work under pressure and work independently as well as a good team player,
- Must be able to work in a fast-paced and dynamic environment,
- Willing to travel to multiple sites,
- Willing to work flexi hours and long hours, if necessary,
- Required to work on rotating shifts,
- Able to work on weekend & Public Holidays,
- Entry level candidates are welcome as On-Job-Training provided.