Provide 2nd level helpdesk/onsite support to users and VIPs on Desktop / Notebook / Mobile / Peripherals / VC / AC, update software patches.
Overseeing, manage and coordinate between overseas onsite engineer and 3rd level support for International Office (IO) day to day operation
Manage overseas International Office IT service delivery to customer through IO IT rep and vendors and engage customers and IO IT rep for regular service reviews
Coordinate with IO office managers and finance managers for IT administrative matters including IT procurement, staff onboarding/offboarding, inventory and asset management, preventive maintenance, tech refresh, power shutdown etc.
Serve as point of contact for IO IT service escalations
Assist in project management of IT related initiatives in IO offices including new office setup, technology adoption, application deployment etc
Assist in ensuring compliance of IT policies, processes, and standards. Serve as point of contact for IO audits.
Install, upgrade, support and troubleshoot Windows 10 and Microsoft Office
Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Engineers
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
Familiarize end users on basic authorised software, hardware and peripheral device operation
Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Engineers
Works with vendor support contacts to resolve technical issues within the desktop environment
Escalate issues and involve next level of support wherever required in order to resolve issues as quickly as possible and any other authorised desktop applications & Microsoft or related security patches/Policies
Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment
Performs remedial repairs on computers, laptops, printers and any other authorised peripheral Equipment
Resolve and update incidents with in SLA and also update stakeholders for P1 cases
Update KB with solution provided
Assist with other Ad-hoc activities and events.
Requirements
Diploma Holder
Minimum of 6 years experiences
ITIL Foundation will be a plus
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