End User Support Engineer

2 weeks ago

Singapore Peoplebank Full time

**End User Support Engineer (1 month contract)**
- 1 month contract
- 2 headcount available
- Work location: Central

**Our Client**
- Leading global digital payments tech company

**The Opportunity**
- Consistently provide an exceptional, pleasant and courteous service to all End Users
- Provide 2nd level support for escalated workstation and mobile related issues and requests
- Provide the day-to-day operational support for incidents, adds/moves/change for voice and video conferencing, and AV equipment and escalating when appropriate.
- Perform daily sweeps following defined procedures to ensure all conferencing equipment is functioning properly
- Effectively question end users to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues
- Prioritize incidents and complaints to ensure all SLOs are meet
- Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now
- Consult sr. technicians and utilize all technical resources to solve customer problems
- Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues
- Escalate hardware repairs to third party providers as needed
- Effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions
- Installation of workstation, telephony, and mobile hardware/software as required
- Provision and prepare workstations using standard images
- Setup and install new workstations, loaners and other workstation related equipment
- Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed
- Consult sr. technicians in creating knowledge articles to share with other agents/technicians on issues/problems and resolution
- Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities
- Other duties and special projects as assigned

**Your Background**
- Strong experience in providing exception customer service
- Supporting and troubleshooting Windows 10, MS Office 365 suite, OSX (current release and prior release), IOS, Android
- Intermediate level Networking connectivity knowledge and troubleshooting
- Intermediate level experience in Installation, configuration, and support of local and LAN printers
- 2-4 years of experience as a technician supporting over 300 users with the following:

- Installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software
- Hands-on support for all operational aspects of voice, video and unified communications support including, but not limited to, assigning phones, assisting with meeting scheduling, etc
- Proven track record in delivering customer service excellence
- Excellent interpersonal skills:

- Ability to communicate effectively with wide variety of users, and technical teams
- Ability to support, and explain technical concepts to users at various levels of technical proficiency
- Effectively manage difficult or volatile situations
- Effective problem solving:

- Ability to effectively perform issue isolation and resolution in order to minimize downtime
- Ability to assess, analyze and research technical situations and provide viable alternatives
- Able to read and understand technical manuals, procedures, and OEM guides
- Ability to schedule and prioritize

Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.

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