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 escalte 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.