Duties & Resposibilities:
Provide remote technical support to customers via telephone, e-mail and other appropriate means for Fuji Xerox products & services.
In line with service level targets, accountable for cases that logged by customers and manage them to resolution effectively and proactively, in line with service level targets. Deliver the best customer experience by adhering to the Company policies and procedures. Use and develop problem-solving techniques to resolve customer issues and enquiries as to achieve key stakeholders satisfaction.
Educate and guide customer on printer and printing software technology
Contribute to the knowledge management database available to all staff.
Continually builds understanding of customer’s business, their challenges, drivers and future direction to build strong customer focused relationship
Take part in team events and support team actively
Diploma/Degree in Information Technology or equivalent.
Relevant knowledge and experience in IT and Printing Technology (will be an added advantage).
1. Operating Systems: Windows (Desktop and Server OS) and Mac (Desirable).
2. Software: MS Office and Adobe Suite (Desirable).
3. Hardware: Desktop, Laptop, Server (Desirable) and Networking devices.
4. Networking: LAN and Wireless Technology.
5. Email infrastructure
6. Applications: Citrix and SAP Printing experience (Desirable)
Previous Experience in IT Helpdesk, Server Support or Network Admin roles will be highly regarded.
Strong interpersonal and communication skills, both verbal and written
Ability to develop knowledge and skills independently.
Ability to work independently as well as part of a team.
Must have advanced troubleshooting and problem solving skills.
A record of a can-do, mature and professional attitude, and attention to detail.
Keep up to date with current technology.
Able to work at 3 AM - 1PM or 4 AM -2.30PM