Job Responsibilities:
- Provide remote and on-site technical support for workstation hardware, applications, email, printers, smart devices, corporate mobile phones, and network-related services.
- Perform workstation setup and relocation.
- Assisting in setting up meeting room for conference, where IT support is needed.
- Invoke problem escalation process to next level of support.
- Learning and sharing knowledge in different forms, from contributing with articles in the Knowledge Database up to delivering training or facilitating forums.
- Communicate with Incident Management, Change Management, Problem Management, and respective support teams.
- Create, support, and deliver accurate ad-hoc/standard dashboards/ reports to communicate performance metrics in relation to SLA in a timely manner. Provide analysis and interpretation as required.
- Undertake any other ad-hoc IT tasks as assigned.
- Coordinate with vendors and facility team as needed to ensure timely and effective resolution of meeting room device issue.
- Maintain accurate hardware and software inventory and documentation of meeting room equipment.
- Create, support and troubleshoot Azure Virtual Desktop access and issues in BAU support.
- Perform support on desk relocation and configuration.
Job Requirements:
- Degree or Diploma from Information Technology or equivalent discipline.
- At least 2 - 3 years previous experience in a similar IT support role.
- Experience with SaaS ITSM Suite of tools such as ServiceNow.
- Strong technical knowledge of workstation hardware, software applications, printers, iOS, smart phones, tablet and network-related services.
- Proficient in troubleshooting and problem-solving techniques.
- Excellent communication skills with the ability to effectively interact with end-users and support teams.
- Knowledge of ITIL best practices and incident management processes.
- Strong analytical and reporting skills.
- Self-motivated, proactive, and able to work both independently and collaboratively in a team environment.
- Good documentation skills and attention to detail.
Knowledge/Technical Skills:
- Services Now
- Active Directory
- AVD / WVD support
- Microsoft SharePoint
- MS Intune
- Proficiency in spoken and written English
- iOS and Android OS
- Mac OS and JAMF Pro will be an advantage.
- Experience with AV systems will be an advantage.
- Voice (IP phone), smart device/ corporate mobile phone.
