It Technical Support Engineer

One of our clients is looking for two candidates with the below given skills:

Working Days :

Monday – Friday Time :
0800 am – 1830 pm

Remarks :
May request to work overtime and weekends for special program or events offsite.

1.1 Job Scope

▪ Act as the IT ambassador to our users:

o Sharing and evangelize best practices, tips and tricks on productivity tools and security best practices.

o Proactively identifying opportunities to simplify our end user experience as well as operation of business processes through the application of IT technology.

▪ Participate in innovation, simplification, and transformation opportunities in IT support and end user services space.

▪ Provide end to end technical support to staff in a professional and friendly manner.

Support may include the following.

o Proactive investigation, diagnose, and solution of IT 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 – laptop imaging, software setup o Joiner/ mover Hardware setup at user’s place (if applicable) o Act as a “IT Buddy” and conduct IT induction program for new hires o Leaver/ mover (to another EM):
Hardware collection and mover process ▪ Provide meeting/ event support by equipment setup and orienting users on proper use of equipment. ▪ Required to investigate, diagnose, and solve IT related issues, including hardware replacement, software debug, and others IT troubleshooting activity. ▪ Prepare and cascade IT communications to users via email. i.E. Service advisory, process changes ▪ Conduct regular maintenance checks on end user hardware ensuring all hardware, applications and operating systems are compliance with Global security policy and architecture. ▪ Responsible for AV and meeting room equipment. Perform system check on this equipment every morning. ▪ Provide professional management for IT assets, both hardware and software inventory in accurately capturing and maintaining the data within the Asset Register application. End to end process include the following. o Manage asset verification with finance department as per require. o Maintain the record of software licenses/ hardware. o Handles end to end process of software license/ hardware purchase, coordinate the replacement of End of Support software/ hardware, license renewal, ensure the compliance of license entitlement and license consumption. o Perform asset tagging for new on-boarding asset and update asset tracking system accordingly. o Perform yearly asset tech refresh. o Work with e-Waste vendor on bi-yearly asset disposition/ asset donation activity o Perform quarterly asset audit to ensure all IT assets are accurately reflected within application and physical count. o Daily operational task – handle ins and outs of assets based on requests. o Monitor asset performance and recommending corrective measurement to users. o Assist in review and provide asset analysis on annual budget and reforecast of budgets, including operational expenses and capital expenses. o Responsible for storeroom well-being include activities (not exhaustive) such as ensure equipment are well stored, reduce risk of equipment damage and proper rack labelling. o Develop and distribute monthly asset management reports to business and IT managers, which includes, physical stock count, depository report and missing items. ▪ Assist in ad-hoc tasks as and when assigned by IDT manager. 1.2 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.