Job Description:
Job Description for End User Field Support – Senior Level
A full-time position working at designated client site, required to provide high-quality, onsite technical and troubleshooting services covering below support activities within the required SLA time frame
- Hardware support: technical diagnosis and coordination with OEM vendors for repair of defective hardware for a variety of devices including desktops/laptops/workstations, mobile devices, tablets, meeting room equipment, printers etc.
- Software support: diagnosis and resolution of software functionality for both the operating system and standard desktop applications
- IMACD: physical installations, moves, adds, changes, and de-installs for a wide variety of supported hardware devices including desktops/laptops/workstations, mobile devices, tablets, meeting room equipment, printers and etc. and supported software
- Enhanced support for VIP users including 7x24 on-call support
- Coordinate with infrastructure teams to resolve issues with network, servers or other infrastructure devices or services that impact the normal work of end users (including special care for VIP users)
- Support hardware and software changes (e.g. hardware device change/refresh, system upgrade/migration, patch update, etc.) for end users (including special care for VIP users)
- Asset management support for end user devices by following defined processes
- Provide smart hand support for all kinds of hardware such as printers, servers, network devices, backup devices, meeting room equipment, scientific devices etc.
- Onsite support for events such as trade shows or special meetings (including special care for VIP users)
- Regular health check for VIPs’ devices to ensure all systems are updated
- Maintain/manage stock/spare devices dedicated for VIP users to ensure devices running well
- Regular checks for IT Room devices and Meeting Room equipment when required
- Deployment services for large-scale efforts include asset auditing and discovery, project support, image integration, on-site installation, user self-installation, migration, and asset recovery governed with full project status and reporting
Required profile with qualifications as below,
- 5+ years of deskside support experience (MNC support experience and VIP support experience and team leader experience preferred)
- Experience in using ServiceNow is preferred
- Good deskside support technical skills and good infrastructure knowledge
- Good communication and coordination skills
- Fluent English reading/writing/speaking skills
- Be polite, patient, helpful
- Have a good sense of service mindset
- Have a good capacity of adaptability
- Willing to work overtime when required
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