Job Summary
IT Onsite Support Engineer
Key Responsibilities
• Provide customer facing end-user support that includes • Break-fix support for Laptop, desktop, tablets and associated hardware peripherals • IMAC support including large scale/bulk office moves/re-stack activities (all moves) • Support for Operating System, base load software, MS Office suite and other business application • Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs • VIP and home-based office (HBO) user support • Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries • Support for the Mobility devices (IOS/iPhone/IPads) • Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance • Respond to end-user requests for updates on ticket status and promptly follow up as needed. • Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement) • Perform managed print service invoicing/meter read/polling report verification • Perform enduser support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs • Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades. • Provide IT support for onsite or offsite events and meetings including site setup, coordination with venue IT/*** contacts and stand-by support • Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites. • Provide On-call support if required outside business hours on a rotational basis • Perform data center/server room/IT room facilities management operations for basic Hands and Feet administration duties that includes: • Physical support (Racking and Stacking) of servers, network devices and other equipments during the support, changes, upgrades, commissioning, and Decommissioning activities • Rack cabling, clean cable routing and cable management within racks • Support for Component upgrades, swaps, change-out, Lights-on verification, reboots • Assist with asset and inventory management of hardware and data center supplies • Periodically recommend stock levels for stocks to ensure incidents can be resolved within the documented SLAs • Act as the local site interface for vendors (Telecommunications providers, Equipment vendors and associated service partners/contractors • Participate and support SWAT team activities in response to Incident/problem resolution • Provide infrastructure support for Cyber Security, Business Continuity Plan / Disaster Recovery and Emergency Response activities – both drill/exercise and real events. • Emergency response (on-call) support to system outages
Skill Requirements
• At least3 years IT support experience (2 years+ VIP support) • Strong understanding of Client based Operating Systems • Strong ticketing system experience • Proficient understanding of level 1 Helpdesk services & ITIL • Strong understanding of end user hardware • Strong knowledge of client based applications • Excellent communication skills (English & Local language) • Excellent customer engagement and customer service skills • Strong desire to help, share, and assist others • Excellent analytical skills, Work Ethic and Problem-solving skills • Customer experience - CSAT focused with Customer is #1 Attitude • Demonstrate ownership and responsibility to assignments • Strong technical aptitude and ability to research and solve complex issues independently • Show adaptability and flexibility in work to suit business requirements • Professional and courteous and Ability and patience to work in a high dense client environment • Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage
Other Requirements
客户驻场IT技术支持，包括软硬件，网络，桌面，服务器等。英语可以工作沟通。