Technology Services Specialist

JOB SUMMARY:

You will be stationed at NTC Client’s premise and provide support for client’s IT administration and related support for users.

Professional with expanded foundational knowledge and experience works on assignments, requiring judgment and decision making based on clearly defined guidelines.

Employees at this level are expected to work with support or coordination from senior team members to contribute to the projects / assignments.

Involves the application of specialist knowledge which may include providing specialist advice to employees, management or customers, managing or maintaining systems or processes or completing projects to develop or changing systems or processes as appropriate.

RESPONSIBILITIES:

1. Support on-site and remote end-users to resolve IT-related issues (hardware/software/network) on their notebooks/desktops and related peripherals.
   
2. As a Regional IT to provides Remote, On-Site or Station Technical Support to FedEx Operations Staff &
   Customers.
   
3. To work closely with 3rd Party Organizations in the Diagnostics, Maintenance &
   Support of all Electronic Technologies that including Networks equipment &
   Software Applications Deployment.
   
4. To perform technical support, problem resolution &
   provides input to the isolation &
   resolution of componentlikes network appliance, different type of hardware &
   software problems.
   
5. Resolve issues that occur outside work hours whenever needed.
   
6. Other tasks and projects as assigned by Manager or Management.
   

QUALIFICATION &
EXPERIENCE:

• ITE/Diploma in Information Technology from recognized institutes.
  
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role for about 2 years or more.
  
• Hands-on experience and knowledge in troubleshooting and deploying Windows 10.
  
• Hands-on knowledge and experience in troubleshooting desktop, printer, scanner, RF scanner, label printer, and laptop issues.
  
• Hands-on experience and knowledge in troubleshooting user and support of MSOffice products.
  
• Basic support of Office Network, Shared Drive, Wireless and VPN connectivity.
  
• Basic Support and Troubleshooting of other desktop software used by the office.
  
• Basic support on iPhone / iPad / Android phones.
  
• Knowledge of IT procurement, order and delivery process flow and protocols.
  
• Ability to work effectively in multi-cultural environment.
  
• Ability to deal with ambiguity, negotiation, unorganized situation.
  
• Ability to leverage on available tools such as subscription services, internet or other online services to support functions.
  
• Continuous self-learning and self-initiating.
  
• Provide support of general IT request like VC connectivity/ Mobile Email Activation.
  
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
  
• Ability to demonstrate practical troubleshooting and problem analysis techniques.
  
• Ability to plan and prioritize workload without supervision.
  
• Ability to prioritize, manage and perform under pressure to meet SLA’s.
  
• Excellent knowledge of Customer Service best practice.
  
• Willing to work flexibly and with enthusiasm.
  

SKILLS AND ATTRIBUTES:

• Good interpersonal and communication skills, high adaptability and positive attitude are expected.
  
• A team player with determination to drive to excel.
  
• Excellent customer service skills.
  
• Self-motivated with a strong drive to succeed.
  
• For internal contacts must regular interaction with First Line Management, Senior Management, Directors and occasional interaction with Officers (VP and above).
  
• For external contacts must regular interaction with Suppliers and Vendors as well as 3rd party Consultants.