Service Desk Engineer — First‑Line IT Support (Shift)

Salary budget: Up to 3.2k + Shift monthly allowance + performance bonus

Working hours:

First 3 months will be normal working hours, no shift arrangement / allowance applicable

12 hours shift or 8.5 hours shift after 3 months

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
• Perform first level troubleshooting on all reported incidents and escalated to 2nd level resolver groups as per work instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level Agreements.
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
• Manage customer expectations and notify Te...