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End User Field Support
1 month ago
Job Description
- Hardware support: technical diagnosis and coordination with OEM vendors for repair of defective hardware for a variety of devices including desktops/laptops/workstations, mobile devices, tablets, meeting room equipment, printers etc.
- Software support: diagnosis and resolution of software functionality for both the operating system (Win 11 and Mac OS) and standard desktop applications (MS 365 and etc.)
- IMACD: physical installations, moves, adds, changes, and de-installs for a wide variety of supported hardware devices including desktops/laptops/workstations, mobile devices, tablets, meeting room equipment, printers and etc. and supported software
- Enhanced support for VIP users including 7x24 on-call support
- Coordinate with infrastructure teams to resolve issues with network, servers or other infrastructure devices or services that impact the normal work of end users
- Support hardware and software changes (e.g. hardware device change/refresh, system upgrade/migration, patch update, etc.) for end users
- Asset management support for end user devices by following defined processes
- Provide smart hand support for all kinds of hardware such as printers, servers, network devices, backup devices, meeting room equipment, scientific devices etc.
- Onsite support for events such as trade shows or special meetings
- Regular checks for IT Room devices and Meeting Room equipment when required
- Deployment services for large-scale efforts include asset auditing and discovery, project support, image integration, on-site installation, user self-installation, migration, and asset recovery governed with full project status and reporting
Requirements
- 2-3 years of deskside support experience (MNC support experience and VIP support experience preferred)
- Experience in using ServiceNow is preferred
- Good deskside support technical skills and basic infrastructure knowledge
- Good communication and coordination skills
- Fluent English in both writing and speaking
- Be polite, patient, helpful
- Have a good sense of service mindset
- Have a good capacity of adaptability
- Willing to work overtime when required
Tell employers what skills you have
Trade Shows
MacOS
Mac
Troubleshooting
Microsoft Office
Supplier Performance
Hardware
VIP
Arithmetic
Adaptability
Networking
Mobile Devices
ServiceNow
Software Installation
Technical Support
