Job Description

About the job Millennium Technology Services (MTS) is an international provider of world-class business solutions and IT services to the top business corporations mainly in North and East Asia. MTS i About the job Millennium Technology Services (MTS) is an international provider of world-class business solutions and IT services to the top business corporations mainly in North and East Asia. MTS is headquartered in the USA. It provides services to 70+ Fortune 500 clients across Information Technologies and Industries through a network of regional and local subsidiaries, which are located in: .USA (Global HQ), Silicon Valley .Singapore (Asia HQ), Singapore .China (Shanghai, Beijing, Dalian, Wuhan, Chengdu, Guangzhou and Shenzhen) .Hong Kong & Macau .Japan & South Korea .Thailand, Philippines, Indonesia .Malaysia and South East Asia .India .Europe (MTS + partners) .Middle East (MTS + partners) .ANZ (MTS + partners) Requirements . Provide Customer with overview of installation activity, site-specific information and access to appropriate contacts. . Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues according to established procedures. . Provide software service, pre- sales, post-sales or service delivery support. . Deliver services, including customized services to large enterprise, complex or corporate accounts. . Use proactive monitoring procedures/tools to identify problem prevention opportunities. . Work closely with internal Service Desk teams to support Tier 1, real-time collaboration, conference centers, and events teams. . Partnering with internal stakeholders such as facilities management to assemble materials, time estimates, and deadlines for projects. Must be able to determine equipment quantities, and labor to complete installation according to expectations and monitor break/fix completion and accuracy . Assist engineers in coordination of technical support for events and departmental operations. Provide technical support to client before, during and after events. Serve as technical consultant to client and staff. . Maintain pooled equipment inventory for on and off-site project support . Maintain robust maintenance logs . Assist in maintenance and repair of AV equipment through third party vendor relationships . Provide timely and descriptive reports of equipment malfunction . Provide timely and descriptive reports of equipment repair, mitigation and work arounds . Maintain neat appearance of AV cables and equipment . Input data for metrics tracking including daily work ticketing system . Serve as contact between customers, vendors, and internal staff for day-to-day event operations . Work with Service Desk to communicate room requirements and changes as they arise . Provide statistics and track services provided . Maintain conference rooms database containing specifications, digital images, room directions (print and electronic versions), audio visual capabilities, standard room set up and peripheral inventory . Inspect and maintain appearance/functionality of conference rooms for quality assurance and also responsible for facilitating work order escalations . Monitor room usage . Assist with storing deliveries and equipment . Communicate daily with Service Desk to ensure all needs are being met . Foster working relationships with all service-related vendors. (internal and external) . Coordinate and track service of inventory through repair vendors (RMA process) . Suggest equipment and software to management to enhance efficiencies . Provide support to clients and staff in diagnosis and resolution of AV-related problems . Risk reporting . Innovation reporting . Give direction to other hourly staff in execution of their duties according to established standards . Research and recommend new equipment purchases . Advise staff in event planning with regard to appropriate equipment use . Assist the Manager in inventory maintenance and the technical coordination of events . Ensure appropriate paperwork flow and work assignment . Establish new process and guidelines for maintaining support . Training and Mentoring of operations staff' Qualification . Significant ability to communicate with Business terms and Technical Vocabulary . Highly motivated self-starter Good relationship Good team player Builder with strong diplomacy skills . Must aspire to a culture of service excellence, always putting the customer, our people and our business at the center of everything they Do. . Excellent Language capability in English . ITIL foundation certified is highly desirable. . Able to understand and deliver services which are provided on a 24x7x365 basis. . Must be able to work proactively and under pressure. . Be happy to work outside of comfort zones.'