Description
PRINCIPAL DUTIES AND RESPONSIBILITES
• General Scope:
o Provide on-site technical support for PCs (software and hardware), voice equipment & mobile device (Smartphone and Tablet)
o Physically set up computers and software system installation
o Perform basic hardware moves and changes
o Record and manage all incidents and requests in ticket-tracking system
o Ensure timely resolution of issues by acquiring necessary information to best measure impact to the customer
o Develop and update new and existing process
o Proactively inform management of trends, significant problems and expected delays
o Provide other IT-related support as required by the business
o Documentation of products support and processes
o Update and manage inventory on new incoming hardware orders
o Communicate with vendors for incoming hardware orders and repairs
• Project Focus:
o Resource will need to assist users to migrate BYOD (Bring your own device) to CP (Corporate phone) where device platform includes iOS and Android
o Support includes but not limited to, assist user to setup new phone, troubleshooting during migration, get user sign off to show work completion, inventory tracking and reporting
Qualifications
LANGUAGE
• English: Advanced level - strong verbal, written, listening communication experience
EXPERIENCE
• 2 to 5 years of IT support experience
• Solid understanding of PC hardware/peripherals
• Exposure of mobile OS such as Apple iOS and Google Android
• Good working knowledge and IT experience supporting Microsoft Windows configuration, desktop administration, Microsoft Office suite
• Basic understanding of network and server-side infrastructure
• Experience in delivering superior customer service experience
SKILLS
• Ability to make sound decisions following approved procedures in a fast-paced environment
• Ability to effectively manage multiple tasks occurring simultaneously
• Ability to work independently with little supervision
Working Hours Coverage
COVERAGE HOURS
· Monday to Friday
· 9:00 – 18:00
· 8 working hour per shift defined by team manager within coverage hour above
· Extreme weather WFH/remote coverage
PAID OVERTIME WORK
· Required occasional non-office hours (weeknight, weekend & Holiday) paid overtime work on team rotation basis
