Technical Support Analyst - Singapore - Remora Networks Solutions Pte. Ltd.

Description

Job Description

Asset management services including hardware services

Desk-side support services

VVIP Services

Technical Support services including 'eyes and hands'

3rd party vendor support services and

Extended support where requested by Client

Maintain the Assets database

Maintain the accuracy of the inventory and good quality of data and work with other Suppliers to correct the error with agreed time frame defined in client Procedure

Maintain the user and assets relationships information, fix the incompliance within the requested time frame defined in client Procedure

Receipt of goods from and provide support of any Third Party companies like hardware suppliers

Perform wall to wall check every 6 months, or with client agreement, but at least once per year

Report the data quality of the Assets regularly

Report the evolution thereof

Manage PC Disposal with 3rd parties assigned by client to minimize the financial risk for client and

Report any lost/stolen Asset

Manage PC ordering forecast for the country

Place the appropriate orders based on the hardware refresh calendar

Monitor the orders and deliveries

Manage the stock to minimize costs

Receive and deliver Assets and

Follow client's internal procedures.

Maintain end user support knowledgebase

Supplier need to generate/update the documents to reflect the technical details in daily operation for future support and make sure knowledge retained in the whole team instead of individuals. The documentation need to follow client knowledge management standards or as per any validated client guideline.

Be On Site to keep intimacy with end user, approach to user as needed and to properly share the detected user needs or issues with client.

Software used in client environment

Network (for Servers, PC, printers, video conference)

Mobile and phone (IOS, Android, VoIP and PABX etc.)

Server Room Management

Other IT Devices used in client environment like Printer, Terminal PC, tablets etc.

Third party vendor support

Escort 3rd party people when perform services

Pass through to designated 3rd party suppliers and coordination between 3rd parties and client (including users and IT team)

Validate and acknowledge the services performed by 3rdparties.

Report incompliance and issues identified from the services to client IT

Extended support

Logistic activities (storage and dispatching across client Sites)

Disaster Recovery Plan support

Process PC support in the client plants

Network extended support like for Factory LAN and mobile wifi in HQ etc.

Datacenter support

To support DC located in Singapore

Maintain rack layout and cabling information

Maintain physical devices hardware inventory list, including but not limited to Model, Serial Number, Power Cable Type etc. Support DAP/NET on asset management.

Provide escort services when other suppliers need to access client racks.

Assist in disposal / data removal procedure.

As eyes and hands if required from the DAP, EUX and NET.

Non Recurring Services

Special services like supporting events, sales force annual meetings, etc.

Special Support for projects which cannot be addressed by BAU activities and

Any temporary assignments or reasonable requests from client.

Requirement

Minimum 2 years experience in relevant field

Process minimum ITE/ Diploma in IT/ Computer science or relevant certification

Strong in microsoft software application

strong understanding of user desktop administration

Independent and with good work attitude

Good interpersonal skills / Business Ethics