Technology Support Associate Ii

7 days ago

Singapore Capital Group Companies Full time

The Technology Support Associate provides desktop support for several business units within Capital Group. The role of Technology Associate Support Associate Level II will be to provide 1st and 2nd level support to the business units located in the Singapore, Sydney and Mumbai offices. Technology Support Associates install, configure, troubleshoots, maintains, and supports technology and office systems, and assists with the automation of tasks. Additionally, the Technology Support Associate keeps abreast of new technologies and works with other teams to implement new hardware and software into our environment.
- Responsibilities:
- Monitors support queue and performs troubleshooting and resolution for simple to moderately complex issues, ensuring reported incidents are resolved quickly and effectively in accordance with service level agreements.
- Communicates with users to keep them apprised of the status related to incident and request resolution.
- Partners with relevant second and third level technology teams to ensure current and future client needs are addressed.
- Documents, within the incident management system, any actions taken and solutions provided to ensure consistency of experience and troubleshooting techniques.
- Identifies outdated or inaccurate information within the knowledge base to be updated.
- Consults with business clients to ensure technology and office systems are meeting local needs and coordinates their acquisition and implementation.
- Interacts with supported business units to gain an understanding of technical requirements and specific workflows in order to act as a business unit advocate and communicate their technical requirements to the Engineering and business systems teams.
- Partners with Lifecycle Management, Service Operations, Research, and Engineering teams to understand equipment and software standards, acquisition processes, and new technologies.
- Performs asset management and lifecycle processes per established guidelines, ensuring timely delivery and installation of approved hardware and software. Sets appropriate expectations for clients regarding the implementation of new hardware and software.
- Researches and pursues relevant training opportunities to ensure a broad awareness of current and emerging technical solutions. Participates in projects involving new technology evaluation, testing, and integration.
- Participates in projects involving new technology evaluation, testing, and integration.
- Completes tasks and executes test plans as assigned by senior members of the Support team.
- Represents the requirements of and potential impacts to the site’s business and Support teams during all phases of projects, including evaluation, testing, pilots, and deployment.
- Communicates project statuses and new technology information with team members and supported business clients to gain acceptance and buy-in.
- Performs additional responsibilities as assigned.
- Qualifications:
- 3-6 Years of demonstrated experience providing end-user support in a networked environment
- Excellent communication and interpersonal skills
- Strong commitment to working as a team and providing excellent customer service
- Knowledge in financial services and computer technology
- Computer training skills and exposure to investment systems preferred
- Bachelor's degree in business or technology is highly desired

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