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 mayanne.ramos@peoplebank.asia for more information.
Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.
