
IT Service and Support Engineer, APAC
2 weeks ago
Job Description
As a global member of IT Service and Support team, which operates in a follow-the-sun model, the individual will be involved in:
- Handling of service requests and issues (via hotline and tickets); where required maintains communication records, prioritization, identifies and classifies incident and service request types appropriately.
- Provides first line investigation and diagnosis and strive to achieve First-Call Resolution
- Validate the necessity for escalation and forward on to 2nd level support if required
- Troubleshooting of workplace systems remotely and/or on-site e.g. Windows clients, SAP, Lotus Notes, Microsoft applications (CRM, Outlook, SharePoint, Office) and others
- Provide technical support to users in global factories and sales offices in scheduled support hours
- Maintenance of central knowledge database and educate user with available documentation
Job Requirments
- Diploma or tertiary certification in Information Technology or similar fields
- Minimum 3 years of working experience in system support
- In-depth knowledge of Windows operating systems, Microsoft Office products, Active Directory, network and VPN technologies
- Customer and service oriented, strict SLA adherence and operational readiness
- Knowledge and practical experience in incident management according to ITIL V2 are desirable
- Team player with good communication and interaction skills
- Able to communicate fluently in English; German is a plus
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