End User Support Engineer - Singapore - Peoplebank

Peoplebank

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

beBee Recruiter

Description

End User Support Engineer (1 month contract)

1 month contract
2 headcount available
Work location: Central

Our Client

Leading global digital payments tech company

The Opportunity

Consistently provide an exceptional, pleasant and courteous service to all End Users
Provide 2nd level support for escalated workstation and mobile related issues and requests
Provide the daytoday operational support for incidents, adds/moves/change for voice and video conferencing, and AV equipment and escalating when appropriate.
Perform daily sweeps following defined procedures to ensure all conferencing equipment is functioning properly
Effectively question end users to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues
Prioritize incidents and complaints to ensure all SLOs are meet
Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now
Consult sr. technicians and utilize all technical resources to solve customer problems
Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues
Escalate hardware repairs to third party providers as needed
Effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions
Installation of workstation, telephony, and mobile hardware/software as required
Provision and prepare workstations using standard images
Setup and install new workstations, loaners and other workstation related equipment
Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed
Consult sr. technicians in creating knowledge articles to share with other agents/technicians on issues/problems and resolution
Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities
Other duties and special projects as assigned

Your Background

Strong experience in providing exception customer service
Supporting and troubleshooting Windows 10, MS Office 365 suite, OSX (current release and prior release), IOS, Android
Intermediate level Networking connectivity knowledge and troubleshooting
Intermediate level experience in Installation, configuration, and support of local and LAN printers
24 years of experience as a technician supporting over 300 users with the following:
Installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software
Handson support for all operational aspects of voice, video and unified communications support including, but not limited to, assigning phones, assisting with meeting scheduling, etc
Proven track record in delivering customer service excellence
Excellent interpersonal skills:
Ability to communicate effectively with wide variety of users, and technical teams
Ability to support, and explain technical concepts to users at various levels of technical proficiency
Effectively manage difficult or volatile situations
Effective problem solving:
Ability to effectively perform issue isolation and resolution in order to minimize downtime
Ability to assess, analyze and research technical situations and provide viable alternatives
Able to read and understand technical manuals, procedures, and OEM guides
Ability to schedule and prioritize