Job Description

IT Lead Service Delivery COE SEA

Position ID: req43512

Sector: BA APAC & MEA

Functional Area: Tech

Location: Singapore

Number of Openings: 1

Reporting to: IT Manager Service Delivery COE SEA

Employment Type: Permanent

Apply By: 24th August 2023

Be part of something bigger. Decode the future.

At Electrolux, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.
Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.
Join us in our exciting quest to build the future home.

All about the role:
This is a IT Lead Service Delivery COE SEA role. The main responsibility of this role is to ensure proper IT operations so that the Electrolux staff across Singapore are fully supported and can accomplish business tasks. This includes resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. To support the Electrolux Business a hands-0n approach to troubleshooting and planning is required to ensure issues are resolves quickly and changes are executed in a planned and timely manner. For end user support, using email and chat application to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, the IT Technical Support Engineer will contact end-users via phone and/or provide clear, written instructions and technical manuals.

What you\'ll do:

• Manage onsite support team across COE SEA.
• Install and configure computer hardware operating systems and applications.
• Monitor and maintain computer systems and network.
• Install configure and support bespoke computer systems designed to run the Electrolux business.
• Talk to staff or clients through a series of action, either face-to-face or over the phone, to help set up systems or resolve issues.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
• Replace parts as required.
• Provide support, including procedural documentation and relevant reports.
• Provide the hands a feet support for project delivery and break-fix scenarios where required.
• Follow diagrams and written instructions to repair a fault or set up a system.
• Support the role-out of new applications.
• Set up new users account and profiles and deal with password issues.
• Respond within agreed time limit to call-outs.
• Work continuously on a task until completion (or referral to third parties, if appropriate).
• Following standard procedures for proper escalation of unresolves issues to the appropriate teams.
• Help to develop and update written procedures and operational documents and diagrams.
• Manage, record and tracj the deployment and monitoring of end user devices such as laptops, phones and tablets.
• Provide prompt and accurate feedback to customers.
• Ensure all issues are properly logged.
• Prioritize and manage many open cases at one time.
• Rapidly establish a good working relationship with customers.

Who You Are?
EDUCATION

• BS degree in Information Technology, Computer Science or relevant field.
• English Fluency both written and verbal.
• Ability to diagnose and troubleshoot technical issue.
• Microsoft certification in (MCSE), Linux, Cisco or similar technologies is nice to have.
• General networking TCP/IP, DHCP, DNS, etc

EXPERIENCE

• Proven 5-10 years\' work experience in IT Support Lead, Technical Support, Desktop Support Engineer, or similar role in an Enterprise environment handling VIP users and important requests. Experience supporting and managing the IT support team in the regional level will be a distinct advantage.

Critical Competencies - must have

• Understand the importance of customer service experienced as top priority and build trust in the IT support
• Building good connection and relationship with users through effective communications
• Professional image with the ability to form good partner relationship across functions
• Hands-on experienced for supporting VIP users and how to handle them effectively
• Very supportive and able to prioritize work effectively when multiple requests come at the same time
• Good attendance and always available for help including some after office hours occasion
• Strong technical skills and experienced which able to troubleshoot the issue precisely
• Able to manage user expectation and shoulder-tapping requests through a proper channel smoothly
• Be a role model to how the IT support experienced should be for the whole of the region
• Proactively observing the situations and process to drives improvement in IT support
• Effectively managing the onsite IT support team across other locations in South East Asia
• Seek improvement in process wherever possible while not trade-off for customer service experience
• Able to lead and own every issue happening in the responsible areas and provide update regularly
• Be part of a project member whenever it is related with the responsible locations and areas
• Able to create user guide, effective checklist as well as some IT support documentations
• Involved and able to provide IT induction during the new user onboard to provide good IT understanding
• Knowledge of ITSM processes (ITIL esp incident, problem andchange management)
• Good technical skills around Windows including imaging, Office 365 and MS Teams, etc
• Good knowledge on networking, active directory, patch deployment via SCCM, ticketing tool (e.g. Service Now)
• Good knowledge on A/V equipment and meeting room support is a plus

Where you\'ll be:

You will be based in our Singapore office.

Benefit highlights:

• Flexibility of work hours.
• Discounts on Electrolux products and services.
• Medical & Hospitalization coverage.
• Dental & Optical.

As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you.

Find more on:
Electrolux APAC & MEA: https://www.linkedin.com/company/electrolux/life/apacmea/

Electrolux