End User Support Engineer

End User Support Engineer

• 6 months contract with a possibility of extension
• 2 headcount available
• Work location: Paya Lebar or Robinson Road

Our Client

• Leading global digital payment company headquartered in US

The Opportunity

Provides hardware and software support to our workstations (both physical and virtual), mobile wireless devices, voice & video equipment, end user solutions like Office 365, and Endpoint security tools. The successful candidate will work with a dynamic and evolving global team charged with continuously improving the efficiency and effectiveness of support for our end user environment.

• 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 day-to-day 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
• Interact with end users in person, via telephone, e-mail, IM/chat, and social tools, to provide technical support
• 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

Your Background

• Strong experience in providing exception customer service
• Minimum of 6 months of relevant work experience or a Bachelor's Degree
• 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

Preferred Qualifications

• 2-4 years of experience as a technician supporting over 300 users with the following:

• 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
• Ability to learn new technologies and procedures quickly

Interested parties please click "Apply Now" or contact May Anne Ramos (EA Reg no: R1110127) at mayanne.ramos@peoplebank.asia for more information.
Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.