Job Description
Under the direction of the Team Manager and shift leads, The Desktop Support shift Engineer provides remote desktop support for end-users globally at all levels from Singapore office.
This individual is hard-working and fast-learning, with the ability to effectively troubleshoot, investigate and resolve issues quickly within Service Levels. Solid tech skills, outstanding customer service, strong communication and interpersonal skills are a must
Job Requirements
Able to work 24/5 shifts (Rotational shifts including night shifts)
Additional working hours as required (including public holidays / weekends for BCP testing's occasionally)
Citrix or VMware
Desktop admin / desktop support
5+ year's computer service experience using Win7 and VDI
5+ years of direct customer contact face to face I.T. desktop support, preferably in a large organization
Strong team player with service-oriented attitude and customer focus, Strong problem solving and analytical skills
Strong research and problem solving abilities are required to fix unknown issues
Must be able to work shift hours when being scheduled, including weekends if required and public holidays possess strong multitasking skills
Current knowledge of PC, Mac and mobile devices (iPhone/iPad, Blackberry etc.), hardware/software and general technology trends along with drivers issue
Working knowledge of Active directory and blackberry management along with Citrix & VDI tools (Appsense & Systrack vrops)
Excellent verbal and written technical documentation skills
Strong knowledge on MDS Products (Factset / Bloomberg / THOMSON REUTERS EIKON)
Troubleshooting WIFI, printing, network issues, Shared Folders / Mailboxes quickly
Maintaining accurate documentation of work done and updating records
Experience using Service Now helpdesk ticketing system
Excellent PC hardware/software troubleshooting skills Windows 7 and knowledge on windows Profile management including local and roaming profiles
MS Office 2010 application suite (MS Project, PowerPoint, Access, Excel 64 bit, Word, OneNote, Outlook)
Lync 2010 & 2013 login and profile issues, Skype Business
Various remote access solutions (i.e. Blackberry Console, Good Console, VPN, Citrix Director)
Ensure all work activities adhere to the policies and procedures
Root cause analysis, attend weekly global call with engineering, problem management. Liaise with product owner or engineering
BCP management, maintenance and support (i.e. Isolation testing, Periodic readiness check)
Interpersonal Skills
Able to communicate clearly and effectively across all levels
Excellent team player & Pro-active, positive personality and "can-do" attitude
Strong learning capability and committed to self-development
Able to adapt to changes and have flexibility in performing the support role
