Knowledge and Client Services Solutions Engineer

2 weeks ago

Yishun, Singapore Broadcom Full time

Please Note: Job Description: Enterprise End-user Services (EES) organization of Broadcom Global IT is a technology forward organization constantly scanning the industry for new innovative solutions to implement. The team of highly motivated individuals do not shy away from exploring, testing and introducing leading edge technology that will both increase efficiencies and enhance end-user experiences. With Cloud First tenet as our guiding principles, Broadcom Global IT implements leading edge new technology and services that increases the effectiveness and efficiencies of the workforce. The team is looking for an individual with strong IT client services skills (PC and Mac) who thrives on working in a global environment with a broad range of people including vendors, support personnel, and end users. This individual will join a team of dedicated Global IT members to deliver client services to Broadcom users. A degree in Information Technology or Engineering with a minimum of 3 years IT Support experience is desired. This role will focus on developing, improving and standardizing client services solutions for PC imaging and site support (including on premise and remote locations). In addition, the role will require the individual to investigate creating technical solutions based on weekly/monthly trend analysis of client services issues reported to the Broadcom service desk. Utilizing the experience gained in developing client services solutions, this individual will also be responsible for creating knowledge and self-help articles with a primary focus on client services solutions for the IT KnowledgeBase (KB) using the Broadcom ITSM tool (currently on the Wolken platform). This position is based in Singapore and will report directly to the Identity & Services Technology Sr. Manager. Overall Required Skills/Attributes: - Knowledge of the Broadcom standard PC Environment (training may be provided as required)- Must understand and communicate difficult concepts and provide instructions in a clear and straightforward manner.- Must be able to document work for effective future maintenance.- Must be able to work and communicate effectively in a team environment, yet able to complete tasks individually.- Must be able to establish and maintain protection of sensitive data and resources with appropriate safeguards in accordance with policy and legal requirements- Must facilitate creation of appropriate records required for service continuity and performance evaluation.- Ability to effectively deliver and meet the customer’s expectations- Ability to work with Outsourced onshore and offshore partners to deliver resolutions- Ability to meet targeted response time (SLA)- Ability to work in a fast moving self-driven team with mínimal supervision- Effective communicator who can articulate to all levels- Motivation, confidence and passion is a must including an eye for details and follow through- Minimal supervision with the ability to prioritize and manage time if workload is high.- Ability to work successfully in a fast-paced team environment.- Team player.- Enthusiastic and ready to chip in when needed.- Experience in managing outsource partners is preferred.- Prior employment in a company of similar size, culture and organization will be helpful.- Prepared to work in a Global Team (evening/night time conference calls is a norm).- Willing to put in extra hours during major projects.- Some travel required (anticipated

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