Title: PC Support Engineer
Location: Malaysia
JOB Description:
• Provide support to Amdocs internal users for IT related support
• Knowledge to support various Desktop and Laptop models available in Amdocs
• Image Amdocs Laptops and desktops with the Amdocs image
• Should use the internal CRM application to log new cases & update progress on existing cases in a timely manner
• Knowledge to support windows related issues escalated by Remote Support
• Manage ServiceNow incident and request workflows by taking ownership, prioritizing incoming work, and delivering services meeting defined Service Level Agreement (SLA) timelines
• Resolve and respond to user questions received via ServiceNow, email or other collaboration methods meeting defined OLA and SLA
• Use technical knowledge bases(internal & external) to resolve technical issues & collaborate on issues with relevant teams as required
• Support meeting/conference room IT infrastructure
• Vendor management – Deal with various desktop/laptop vendor to support existing requirements and plan for future requirements.
• Initiate procurement requirements for new PC/Laptop devices to support existing and growth requirements
• Need to be on call after office hours and during weekends for any major disruptions in IT Service
• Document new procedures as well as maintain documentation on troubleshooting and technology, contribute to the knowledge base as required
• Collaborate effectively and closely with end users, IT stakeholders
Requirements:
➢ Required Skills/Domain Knowledge
• Must have minimum 1 year to 2 year of technical support experience
• Excellent communication skills
• Knowledge to remote support tools like Windows Messenger, RDP, Net Meeting, SCCM
• Excellent knowledge of PC & laptop hardware
• Expert knowledge of Windows7, Windows 10 operating system.& Mac OS
• Intermediate knowledge of Windows Exchange messaging system
• Intermediate knowledge of backup systems like OneDrive, Druva.
• Intermediate knowledge of O365.
➢ Preferred Skills/ Domain Knowledge
• Windows System Administration. (Windows 7, Windows 10)
• PC/Laptop support
• Hardware knowledge of laptop, Desktop, printer
• Good knowledge of MS suite of products like MS 365
• Excel knowledge for reporting.
➢ Required Behavioral Competencies
• Ability to work in a team & communicate with team members for either guidance at work or for sharing own expertise
• Good collaboration skills to achieve the stated objectives
• Excellent English communication skills
• Patient with customers
• Have an ownership mentality to resolve issues on own or with the help of others
• Be a self-starter and the work minimal remote assistance
• Come up with ideas, solutions to implement new services to enhance customer satisfaction
