Technical Helpdesk Agent

DUTIES AND RESPONSIBILITIES:

• Provide 24x7 Level 1 technical support through phone, email, ticketing systems, and other approved communication channels.

• Monitor network, system, and infrastructure alerts and perform initial assessment and troubleshooting.

• Receive, log, categorize, prioritize, and track incidents and service requests.

• Perform basic troubleshooting and resolution of hardware, software, and network-related issues.

• Follow established troubleshooting procedures, knowledge bases, and standard operating procedures.

• Escalate unresolved or complex incidents to Level 2/Level 3 support teams in accordance with established escalation procedures.

• Ensure the proper and timely escalation of critical incidents to minimize service impact.

• Monitor assigned tickets and ensure timely updates and resolution in accordance with SLA requirements.

• Coordinate with technical teams, vendors, and clients during incident resolution.

• Provide regular status updates to clients and internal stakeholders as required.

• Participate in incident monitoring and provide support during scheduled maintenance activities.

• Prepare shift turnover reports and ensure proper handover of pending incidents and activities to the incoming shift.

• Identify recurring issues and escalate them for further investigation and problem management.

• Maintain a high level of professionalism and customer service when dealing with clients.

• Comply with company policies, security requirements, and Managed Services processes.

QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Electronics Engineering, or a related field.

• Fresh graduates are welcome to apply. Relevant internship, OJT, or academic project experience is an advantage.

• Candidates with at least 1 year of experience in Helpdesk, Service Desk, Technical Support, NOC, or similar roles are preferred.

• Basic knowledge of:

  • Networking concepts, including TCP/IP, DNS, DHCP, VLANs, and routing.

  • Network troubleshooting and connectivity diagnostics.

  • Windows operating systems and common IT applications.

  • Incident and ticket management processes.

• Strong analytical and troubleshooting skills.

• Good written and verbal communication skills.

• Customer-oriented, with the ability to work effectively with different stakeholders.

• Willingness to work on a 24x7 rotating shift, including weekends and holidays.

• Ability to work under pressure and handle multiple incidents simultaneously.

• Willingness to report to the office when required as part of the hybrid work arrangement.