Job Description

Area(s) of responsibility

Job Specification: End User Service Support Engineer

Location: Singapore

Role Overview

The purpose of the role is to resolve technical issues and requests onsite that remote functions are unable to address. The role represents the Technology team in onsite incident, problem management, projects and software delivery. The role also builds relationships with other international support teams to create a cohesive support team, consult with local business and senior leadership to evaluate support requirements and execution planning. Finally, the role drives local optimization efforts and technology adoption of end user services related applications and systems.

Responsibilities

Chinese and English language proficiency is also required.
Analyses and resolves information system issues related to the desktop computing environment,
network applications, production applications, and hardware.
Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades.
Deploy other hardware requested through arranged collection in the IT dept. or set up at the user’s desk.
Local asset management.
Support and assist users with JML (Joiner, mover leaver) process
Support and maintain local conference and meeting room equipment
To ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and
resolved to agreed targets as defined in the Service Level Agreement (SLAs).
Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.
Manage calls with 3rd party suppliers where necessary through to closure
Escalate calls where necessary to the support manager, report on status of outstanding calls
Builds relationships with other international support teams to create a cohesive support team
Assists senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc
Consult with local business and senior leadership to evaluate support requirements and execution planning.
Drive local optimization efforts by identifying service issues and implementing improvements by
automation, self-service and other measures.
Drive technology adoption of end user services related applications and systems
Support Audits related activities alongside other tech functions and business.
Technical support for local applications where applicable alongside other tech or business teams Technical Expertise