IT Helpdesk Support Engineer

About the role

A client, described as one of Asia-Pacific's leading organisations, is looking for an IT Helpdesk Support Engineer. The role provides Level 1 support for two systems, handles user enquiries and escalates technical issues to the relevant parties.

Key responsibilities

• Provide Level 1 support for two systems and use Jira to track and monitor Level 1 support cases.
• Attend to users' enquiries and issues, monitor system responses and escalate technical challenges where necessary.
• Attend live tracing sessions with users and the system vendor on issues requiring further investigation.
• Hold clarification sessions (online or in person) with users and the vendor where required.
• Troubleshoot issues with the vendor and review Root Cause Analysis (RCA) reports to check that resolutions were correctly identified and applied.
• Update and review documentation so that user guides and functional specifications stay accurate and up to date.
• Provide other administrative and operational support as required.

Required profile

• Minimum 2 years of experience in IT helpdesk or Level 1 technical support roles.
• Experience in troubleshooting IT system issues and working with system vendors on root cause analysis and resolution.
• Experience reviewing and updating technical documentation such as user guides and functional specifications.
• Experience supporting or taking part in user engagement sessions such as training, clarification or community events.
• Meticulous, able to work independently with minimal guidance and collaborate with team members and stakeholders.

Required skills

• Jira tracking tool
• Root cause analysis and RCA report review

To apply, send your CV and cover letter by email to the recruiter, stating the exact position title "Helpdesk Support Engineer". Only shortlisted candidates will be contacted.