Sr. End User Support Engineer

Location: Singapore
Job Type: Contract
Posted: over 1 year ago
Contact: May Anne Ramos
Reference: 244765

Sr. 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 to next level group 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 assure all SLOs are meet
  • Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now
  • Troubleshoot incidents and document resolution notes with root cause analysis
  • Utilize all technical resources to solve end user incidents
  • 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
  • Communicate and provide knowledge transfer to 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 exceptional customer service
  • Intermediate level Networking connectivity knowledge and troubleshooting
  • Intermediate level experience in Installation, configuration, and support of local and LAN printers
  • Proven track record in delivering customer service excellence
  • 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
    • hands-on support for all operational aspects of voice, video and unified communications support including, but not limited to, assigning phones, assisting with meeting scheduling, etc.
    • supporting and troubleshooting Windows 10, MS Office 365 suite, OSX (current release and prior release), iOS, Android
  • Excellent interpersonal skills:
  • Active listening to end user needs, issues, complaints
  • 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 collaboration with peers and other groups
  • Empathetic and patient
  • 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 for more information.
Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.