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PC Support Engineer

4 weeks ago

Singapore HORIZON SOFTWARE PTE. LTD. Full time
Roles & Responsibilities

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


Tell employers what skills you have

Excellent Communication Skills
Mac
Troubleshooting
Windows 10
Hardware
Laptops
Windows 7
Service Level
Vendor Management
Windows System Administration
Windows
Customer Satisfaction
ServiceNow
Technical Support

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