Customer Support Engineer

Responsibilities:

1. Will work in shifts to provide 24x7x365 support
2. Manage escalations by end users and ensure the escalated issue is recorded as a ticket in Helpdesk System, from the time the issue is received (ticket open) until the problem is resolved (ticket closure)
3. Interact professionally with customers; maintains good working relationships with users and management team to effectively meet the best customer satisfaction level.
4. Backup BCP report hospital system daily and weekly
5. Provide 1^st level support via phone on any matters pertaining to queries in order to ensure smooth daily operation of the hospital.
6. Obtain updates for all outstanding issues/tickets from respective 2^nd level support so that end users will be informed accordingly.
7. Coordinate any support activities required at site between end users and support personnel for application, database, networking and hardware issues
8. Ensuring the support issue is resolved within the SLA
9. Update to the customer accordingly on the status of support issue until resolved

Requirements:

1. Diploma in Information Systems, Business, Communications or related field
2. Minimum 1 year of relevant technical experience in help desk support
3. Experienced in hospital support would be an advantages