End user IT Support Engineer (Mandarin Chinese Speaking)

End User IT Support Engineer ( Mandarin Chinese Speaking)

Location: Singapore

Full Time- Permanent

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

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

Professional Skills:

• Excellent technical knowledge in all key areas of EUS technologies, e.g.

• Windows and Mac OS
• Microsoft Office 2016, Office 365 & Teams
• iOS and Android devices
• Hardware and Peripherals
• Mobile devices

• Skills about

• Call Management Systems, especially Service Now
• Teams conferencing and enterprise voice
• Audio visual systems (TV/Projector systems) and conference technology
• SCCM
• Basic Network Skills
• ITIL certified
• Experience in working in an international environment