Solutions Center Site Lead

7 days ago

Jurong, Singapore Lubrizol Full time

This position serves as a global/local site point of contact for support needs. Site leads can expect to spend their time resolving incidents and requests that require remote, face-to-face, or local, site

**Responsibilities**
- Provide accurate and thorough solutions to end user interactions. Escalate or transfer incidents as appropriate.
- Provide information to end users regarding the status of their incidents or requests.
- Troubleshoot advanced PC hardware and software problems; perform software installations and upgrades.
- Research, resolve, and respond to questions received in accordance with set policies and procedures.
- Continuously develop communication skills and advanced problem-solving techniques; create more efficient support methods.
- Attempt proactive resolution of end user and IS support issues to maintain a high level of visibility within the end user community.
- Participate in team projects that enhance quality of service and promote technical and career growth.
- Coordinate incident resolution and service request completion with various workgroups.
- Identify trends in support issues when possible and create problem tickets.
- Communicate with end users to gain agreement on resolution and close tickets accordingly.
- Provide education and training to local site users on IS systems and processes.
- Work with vendors or third-party companies as needed to address issues or upgrades in the local sites.
- Test and evaluate any new technology related to the local business.
- Conduct any electrical safety checks on computer equipment in the local sites.
- Support labs, special builds and emergency support on a scheduled or ad hoc basis.
- Populate and maintain Solutions Center-owned knowledgebase documents.
- Participate in projects and incident reviews affecting local sites.
- Fill in on Solutions Center Support Analyst responsibilities as needed.
- Attend global team meetings (may be off-hours) as needed.

**Recommended Qualifications**
- Excellent communication skills including active listening skills and ability to convey empathy.
- Customer service skills with the ability to provide consistent, positive end user experiences and address issues proactively.
- Analytical problem-solving skills with the ability to use all available resources to resolve or anticipate problems in turn creating or updating processes, procedures, and resolutions in the knowledgebase as needed.
- Time management skills including setting appropriate expectations with end users for resolution.
- Ability to be a team player, offering and accepting feedback and sharing knowledge with others, while being able to work independently and require mínimal supervision.
- Relationship-building skills including the ability to develop intra
- and inter-team relationship as well as build and establish rapport with end users efficiently.
- Multi-tasking abilities while focusing on effective prioritization of work.
- Microsoft Windows 10
- Microsoft Internet Explorer and Edge, Google Chrome, and Safari
- ServiceNow
- VMware Horizon View
- Palo Alto Global Protect (VPN)
- iOS/Android devices
- System Center Configuration Manager (SCCM)
- Windows Internals
- Networking Fundamentals
- Information Security Fundamentals
- Server Fundamentals
- SAP

Technical certifications in support of the above technologies are a plus. Any verbal/written fluency in another language, particularly Spanish, French, Dutch, German, Portuguese, Chinese, Korean, or Japanese, is considered a plus.

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