Application Support Engineer

Job Scope ▪ Provide end to end application/technical support to staff in a professional and friendly manner. Support may include the following. o Proactive investigation, diagnose, and solution of IT apps related issues on-site or remotely. o Escalate issues in a timely manner according to standard operating procedure and follow up with the appropriate support team for resolution. o Keep peers, team lead or IDT Manager informed of significant problems and unexpected delays. o Update ticket status accordingly in appointed ticketing system o Ensure all inquiries from the users are addressed in a prompt and professional manner. o Perform parts replacement (if applicable) o Engage local vendor to obtain site engineer support (obtain quotation, follow up PO creation, coordination) o Oversee warranty repair process. ▪ Work closely with business on joiner, mover, and leaver (JML) process. Focusing on o Joiner/ mover :
Hardware preparation – tab configuration, Bluetooth printer setup o Act as a “IT Buddy” and conduct IT induction program for new hires, educating users on IT systems and IT related processes. o Leaver/ mover (to another EM):
Hardware collection ▪ Responsible on Mobile Device Management system and sim card inventory management. ▪ Prepare and cascade application communications to users via email. i.E. Service advisory, process changes ▪ Ensure all hardware, software and operating system are compliant with Global security policy. ▪ Coordinate and execute deployment for project deployment ▪ A backup field for MWP (Managed workplace personnel) ▪ Diagnose and providing guidance, technical support on Microsoft O365 suite of products such as PowerApps, Power BI, SharePoint, Outlook, Teams etc. to user. ▪ Design and develop applications using Sharepoint, Microsoft Power Platform, including Power Apps, Power Automate(Flows) and Power BI. ▪ Support 3rd party logistics(3PL) users for apps. ▪ Document and maintain knowledge base articles, FAQs, and troubleshooting guides on all IT related matters and issues. ▪ Assist in ad-hoc tasks as and when assigned by IDT manager. 2.2 Qualification ▪ Recognized diploma or degree majoring in IT related discipline. ▪ Minimum 5 years of professional experience in multi-national IT Department. ▪ Strong analytical skills, problem-solving skills, proactive, willing to learn attitude, meticulous, quick to action, team player yet capable of working independently. ▪ Ability to multi-task while working towards tight deadlines. ▪ Keep abreast with the latest digital technology advancement and developments with the goal of bringing a more secure, efficient, and improved solutions to the business. Constantly seeking after new technology for testing and evaluation, proposing new ideas. ▪ Be an active advocate of “modern company” champion by demonstrating efficient IT system to meet business needs, provide intelligent solutions to improve business efficiency.