YOUR ROLE
CEVA's first point of contact for IT related service requests, incidents, follow up and escalations in Mandarin.
Associate Support Engineer will provide customer service, IT support (basic troubleshooting) and account management (creation, modification and termination) to CEVA Global employees.
The Global IT Service Desk will operate 24x7 including weekends and holidays.
WHAT ARE YOU GOING TO DO
- Provide world class customer service to all CEVA employees in need of IT support for service requests and incidents in Mandarin and English.
- First line support for incoming calls, evaluation and assignment to appropriate support teams
- Ensure compliance to quality guidelines and SOPs in processing user requests
- Provide basic troubleshooting to user's seeking assistance
- Efficient creation, modification and termination of user access in AD and CEVA Global Applications
- Timely response to user follow up
- Evaluate and raise business critical incidents based on impact assessment
- Send an alert notification via a 3rd party application
- Open a business critical incident bridge
- Send initial communication to the business on business critical incidents
WHAT ARE WE LOOKING FOR
- Bachelors Degree in Information Technology or any computer science related course
- Fresh graduates are invited to apply, or;
- 2+ years relevant IT Service Desk/Technical Support experience
- 1+ years relevant experience speaking and writing in Mandarin (simplified)
- Technical Support Experience/Customer Service is desirable
- Good working knowledge MS AD
- Strong familiarity with basic PC troubleshooting
- Above average verbal and written English communication skills
- Ability to work in a collaborative and multi-disciplinary environment
- Amenable to shifting schedules
WHAT DO WE HAVE TO OFFER
- Competitive basic salary
- HMO w/ 2 free dependents from day 1 of hiring
- 20 annual leaves + bereavement leave + wedding leave
- Hybrid set up w/ 3 days a week onsite and 2 days WFH. But this will depend on the business needs and agreement with the manager.
- Annual Performance Reviews w/ a chance of a salary alignment.
- Annual Company Performance Bonus
- Retention Bonus (similar to a signing bonus but is given every year)
- Retirement Fund
ABOUT TOMORROW
We value your professional and personal growth. That's why we share plenty of career opportunities for you to thrive within CEVA. This role can be the first step on your career path with us. You can stay in the same job family, find a new family to grow in (an almost limitless number of options) or find your own path. Join CEVA for a challenging and rewarding career.
