IT Helpdesk Engineer

Role Overview:

• You will be part of the UnionDigital Bank’s Technical Operations Team that will provide first level technical support and assistance to resolve end-user’s concern.

Key Responsibilities, Deliverables:

• Conduct first-level problem determination using procedures and available tools to resolve end-user’s concern
• Coordinate with other support teams as needed to resolve requests or incidents
• Identify and report incidents, determine its nature, impact, and extent
• Ensure proper documentation, notification, escalation, tracking, and follow-up of all open tickets and incidents
• Responsible for the overall management of tickets

Technical Competencies:

• Knowledgeable in MS Office / Office 365
• Advanced experience in creating reports and presentation
• JIRA ticketing and Confluence experience is an advantage

Culture Fit and Values:

• Open to new ideas and innovation
• Celebrates a diverse perspective
• Has the courage to speak-up and challenge ideas
• Collaborative; ego out the door
• Values trust and transparency
• Good verbal and written communication skills
• Can work independently with minimal supervision
• Flexible to work on shifting schedule (including weekend and holiday)

Qualifications:

• Bachelor’s Degree in Information Technology or any related course
• At least 1 year of experience in Helpdesk or Customer Service
• ITIL certification is an advantage