POSITION OVERVIEW
In this role, your primary responsibility is to work within the Global IT Operations. As part of the first line of support, you will be stationed in the Asia Pacific Distribution Centre (APDC) to support the various critical IT systems and equipment.
Your main responsibility focuses on the 2nd line support while seamlessly transitioning to 1st line of support as necessary, assisting users remotely through phone, email, or remote desktop tools, and offering on-site support.
The support issues will vary, requiring a flexible approach to prioritize and address the needs of internal customers effectively. Overall, your role is critical in maintaining smooth IT operations in APDC and an excellent user experience for the employees.
RESPONSIBILITIES
- First point of contact along with first level of investigation and resolution of software and hardware technical issues reported by clients via phone or supported ticketing system.
- Meticulously logging and tracking of incidents reported by clients in the ticketing system, ensuring timely resolution according to service level agreements (SLAs).
- Uphold a high standard of customer service, professionally addressing client queries.
- Maintaining clear and effective communication with clients to ensure timely resolution of technical issues and a positive client experience.
- Determine the level of response required. This involves prioritizing and escalating tickets as needed to meet SLAs and minimize downtime.
- Assisting clients via deskside or through remote desktop tools to troubleshoot and resolve technical issues and perform post-resolution follow-ups.
- Perform first-level of network problem analysis and troubleshooting, respond appropriately to the problems.
- Perform installation, configuration and set up of computer systems as per established procedures when required.
- Liaise with third-party vendors and service providers to resolve technical issues, coordinate service requests, and ensure timely resolution of IT-related problems.
- Documenting troubleshooting steps, solutions, and best practices to create a knowledge base for future reference, training purposes, and to enhance support processes.
- Monitor and support IT equipment (including network, servers, UPS, storage, temperature monitoring device) connectivity and status through the monitoring tools, notifications, and alerts, ensuring the connectivity is always up.
- Attend and be involved during Service Desk Team meetings.
- Additional duties or projects assigned by the management may be required at times.
QUALIFICATIONS
- Diploma in Information Technology or equivalent.
- Microsoft 365 Certified: Modern Desktop Administrator Associate certification will be an added advantage.
- Cisco Certified Network Associate (CCNA) will be an added advantage.
- Microsoft Certified: Azure Fundamentals will be an added advantage.
EXPERIENCES
- At least 5 years of relevant work experience in IT Service Desk environment.
- Experience in a distribution center environment will be advantageous.
- Ability to troubleshoot hardware and software issues including but not limited to: Microsoft Windows, Microsoft Office suite. Experience with IT support tools and ticketing systems.
- Good knowledge of the following software, hardware, and systems:
- Windows OS, Microsoft Office Suite, Citrix, Active Directory, TCP/IP, Network Printers, Label Printers, PCs, Desktop Imaging, Terminal Services, Remote Desktop, Incident management tools, Request Management tools, Android and IOS devices, RF scanners, barcode scanners.
- Possess good understanding of Networking Protocols and Fundamentals, as well as able to manage PC configurations and set up.
