Responsibilities:
- Governance IT Service, procurement and assets management
- Local VIP case support
- To coach junior engineer for IT cases and as escalation point to handle users cases
- Support local huge meeting/live stream events, clearly understand requestor's scenario and requirement, establish video/audio devices connection and ensure no incidents during the event.
- Provide L1 & L2 IT support including desktop related technical assistance via telephone, ticket system, emails and instant chat messaging tool, etc.
- Troubleshooting and resolving single customer issues with Windows
- Supporting Microsoft Office, VPN, SharePoint, and User Client Hardware, Mobile devices, user accounts and permissions.
- Using remote administration tools to resolve issues on desktops, laptops, and printers.
- Ensuring proper documentation, notification, tracking, and follow up of all incidents.
- Manage and mentor onsite team in Asia Pacific
- Manage vendors for Project Delivery
- Update policies, procedure, and documentation relevant to project or operation
- Ensure compliance with standards, policies, and processes
Requirements:
- Min. Diploma in IT Technology or its equivalent
- Minimum of 3-5 years of experience in providing L1 & L2 IT support to end-users.
- Proficiency in troubleshooting and resolving technical issues with Windows.
- Good knowledge and experience in supporting Microsoft Office applications, VPN, SharePoint, and user client hardware.
- Basic knowledge of IT infrastructure related Desktop / Laptop / Network / Wifi
- Solid understanding of incident management processes and ability to document, notify, track, and follow up on all incidents.
Charles, Lau Ngie Hao License No. 02C3423 Personnel Registration No. R1656741
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