Job Description

EXPERIENCE

• 5+ years’ experience in supporting IT operations including 3+ years hand-on experience in Microsoft Windows desktops, Microsoft Office Suite and HP network printer support and IT Telecom room management.
• Experienced in working in a diverse and inclusive manner across various cultures.
• Basic knowledge of networks, telecom, and compute/storage.
• Basic knowledge of AV and conference room systems.

REQUIRED SKILLS:

Applied Engineering, Availability Management, Business Initiatives, Change Controls, Client-Centric, Computer Science, Computer Technical Support, Customer Satisfaction, Customer Service Management, Incident Management, Information Technology (IT) Services, Information Technology Operations, IT Maintenance, IT Operation, Management Process, Management System Development, Problem Management, Quality Assurance (QA), Service Delivery, Service Excellence, SLA Management, Software Configurations, Software Development Life Cycle (SDLC), Testing, Troubleshooting

• Liaise and maintain strong relationships with our customers, and ensure all requests and incidents are responded to within a timely manner.
• Analyse support environment and identify customer needs to enhance customer satisfaction.
• Provide end user support services that exceed customer expectations.
• Work closely with Global IT Helpdesk and follow up their service delivery to ensure requests and incidents are fulfilled and resolved within SLA.
• Liaise closely with global/regional support teams on IT initiatives, incidents and operations for systems implemented in country.
• Collaborate closely with other IT colleagues in region and globally.
• Support business initiatives through company approved standard IT technology.
• Educate and influence user behavior to utilize global standard procedures for IT service requests and incident tickets.
• Monitor end-user client IT computing infrastructure operation to ensure its availability and stability.
• Maintain IT hardware inventory and work on IT equipment lifecycle refreshes as needed.
• Support Manufacturing “Shop-Floor” handhelds, laptops, and scanner devices.
• Provides technical AV support during events, troubleshooting and support to renew or upgrade AV and conference rooms systems.
• Support Mobility services - activation, suspension, cancellation of connection services and billing report.
• Maintain comms/server rooms and workspace in good health, tidy, neat and safe condition.
• Occasionally be available for out of hours work to assist global teams with network software and hardware upgrades by providing smart hand support.
• Act as Point of Contact (POC) for services provided by various IT teams globally.