Title:  Engineer-Cloud & Infra Engg

Area(s) of responsibility

 Job Specification: End User Service Support Engineer

Location - Singapore

Responsibilities

• Analyses and resolves information system issues related to the desktop computing environment,
• network applications, production applications, and hardware.
• Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades.
• Deploy other hardware requested through arranged collection in the IT dept. or set up at the user’s desk.
• Local asset management.
• Support and assist users with JML (Joiner, mover leaver) process
• Support and maintain local conference and meeting room equipment
• To ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and
• resolved to agreed targets as defined in the Service Level Agreement (SLAs).
• Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.
• Manage calls with 3rd party suppliers where necessary through to closure
• Escalate calls where necessary to the support manager, report on status of outstanding calls
• Builds relationships with other international support teams to create a cohesive support team
• Assists senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc
• Consult with local business and senior leadership to evaluate support requirements and execution planning.
• Drive local optimization efforts by identifying service issues and implementing improvements by
• automation, self-service and other measures.
• Drive technology adoption of end user services related applications and systems
• Support Audits related activities alongside other tech functions and business.
• Technical support for local applications where applicable alongside other tech or business teams Technical Expertise

Candidate Profile

Professional Skills:

• Excellent technical knowledge in all key areas of EUS technologies, e.g.
• Windows and Mac OS
• Microsoft Office 2016, Office 365 & Teams
• iOS and Android devices
• Hardware and Peripherals
• Mobile devices

Skills about

• Call Management Systems, especially Service Now
• Teams conferencing and enterprise voice
• Audio visual systems (TV/Projector systems) and conference technology
• SCCM
• Basic Network Skills
• ITIL certified
• Experience in working in an international environment

Personal Skills:

• Ability to communicate effectively with members of the support team, customers and 3rd parties
• Ambitious and articulate with a desire to progress their career
• Excellent customer service skills
• Well, presented
• Ability to stay calm under pressure, Organized approach to work
• Ability to manage multiple tasks at the same time
• Positive and adaptable attitude, Collaborative workstyle
• English Language Skill