KEY PERFORMANCE INDICATORS:

• Responsible for the Diagnosis of Laptops.
• Perform diagnosis and quality checking.
• Perform Level 1 Repair
• In the absence of the CSR, responsible in providing prompt support to branches and customers for all customer-related questions and complaints.

DUTIES and RESPONSIBILITIES:

• Achieve the Target Turnaround Time for the diagnosis of laptop
• Create Technical Diagnosis and Repair Report
• Follow the set standards of the vendor and pass the KPI
• Maintain the good condition of tools and equipment used for diagnosis and repair
• Quality checked repaired units upon delivery
• Upgrade memory, HDD and SSD on laptops
• Diagnosis and Level 1 Repair for desktops
• Installation of Operating System
• Diagnose of In-house/stock units and Server 
• Perform tasks of the CSR if the CSR is not available
• Assist walk in customer 
• Record and monitor all service inquiries receive from our branch
• Offer laptop upgrade (RAM, SSD & HDD Installation)
• Offer extra adapter to customers
• Coordinate with respective department if needed to solve issue and concern of the customer
• Provide update to customers on a timely manner
• Ensure that the Service internal monitoring is updated
• Ensure that all back out cases are recorded

• Educational Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience Level: Less than 1 year of relevant experience in computer repair or technical support.
• Skills and Competencies: Proficient in diagnosing hardware and software issues, familiarity with various operating systems, strong problem-solving abilities.
• Responsibilities and Duties: Repairing and troubleshooting computers, installing software, and maintaining equipment.
• Working Conditions: Primarily office-based with potential for on-site support, typical 40-hour work week.
• Qualities and Traits: Detail-oriented, good communication skills, patient, and able to work under pressure.