ABOUT THE JOB
- Respond to user enquiries regarding information, product functionality, and technical faults, aiming to resolve queries during the initial interaction.
- Take ownership of incoming support tickets, monitor their progress throughout the lifecycle, and escalate to relevant teams when necessary.
- Gather and analyze detailed information related to user issues, including system identifiers, error messages, and supporting documentation, and accurately log all requests in the customer relationship management system.
- Maintain responsibility for tickets until resolution, ensuring solutions are effective through follow-up communication and updating records with relevant activities.
- Provide first-level support and troubleshooting for data, applications, and various technologies, including password resets, printer setup, hardware and software issues, Windows systems, MS tools, and networking.
- Apply troubleshooting techniques such as verifying hardware connections, resolving credential issues, reinstalling basic applications, and assisting users with navigation within software interfaces.
- Communicate with users via email and telephone in accordance with established service level agreements.
- Identify and escalate issues impacting multiple users or affecting timely resolution, involving team leaders and other support groups as appropriate.
- Recognize and report recurring problems or outdated procedures to improve service quality.
- Participate in additional projects or responsibilities to enhance team performance.
- Provide guidance and instruction to users regarding software and hardware functionality.
- Actively contribute to the team's objectives and overall success.
ABOUT YOU
- Bachelor's Degree in IT or related field
- Experience with remote desktop support and troubleshooting
- Fluent Korean and English
- Proficiency with desktop support tools and processes
- Experience with Active Directory
- Knowledge of printer and hardware configuration
- Familiarity with Windows operating systems
- Basic IT knowledge, including networking (VLAN, DNS, VPN, etc.)
- Experience with end-user applications (MS Office, etc.)
- ITIL knowledge is a plus
- You demonstrate strong communication skills, adaptability, and a commitment to delivering excellent service
WHY AMARIS
- Competitive salary and 13th-month salary
- 14+ annual leaves per year
- Premium healthcare insurance, starting from your probation period
- Project reviews and yearly performance appraisals
- Annual company trips
- Teambuilding activities: Team lunch/dinner, events, and celebrations, sports clubs (football, yoga, badminton, etc.)
- International team with flexible working time
- Tailor-made career path
- Technical workshops and training courses
- Mobility: Opportunities to be on-site abroad in our offices in over 60+ countries
Equal Opportunity
Amaris Consulting is proud to be an equal opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.
