You will be responsible for client services and support. Provides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware. Focus on boosting customer satisfaction and retention by providing product expertise, managing accounts, and ensuring prompt resolution of issues.
Key Responsibilities:
- Manage daily workflows, including prioritizing workloads, setting schedules, and monitoring queues
- Identify bottlenecks, update SOPs, and suggest new procedures to improve service efficiency.
- Coordinates and provides day-to-day oversight to associates.
- Manage the PC fulfillment activities including desktop/laptop/Thin Client provision, upgrades, standard maintenance, standard PC moves and hardware support.
- Perform routine system monitoring, health check and maintenance for pro-active management of IT system & services and drive improvement actions.
- Manage end-user technology projects, such as migrations, deployments and introducing new technology solutions.
- Identify issues, propose solutions, and test new technologies or process changes.
- Performs advance troubleshooting techniques to address complex technical issues.
- Liaise with internal and/or external service provider and vendor for any troubleshooting, maintenance, optimization, implementation/deployment cycle of client related issues.
- Define and standardize procedures and automated mechanisms to ensure availability, reliability, security and scalability of desktop and environments.
- Project execution and management
- Complies at all times the Environment, Health and Safety and Manufacturing Quality standards, rules and regulations
Required Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or equivalent
- Microsoft Certified Solution Associate (MCSA) for Win 7/10 is added advantage
- Experience in AWS and Azure cloud computing is added advantage
- Minimum 5 years experience in IT client services support (senior position)
- Deep knowledge in client computing (hardware and end user application), network and voice technologies
- Experience in IT networking, VoIP technologies and wireless operation
- Experience in Microsoft user and endpoint computing including but not limited to on-prem / cloud native endpoints, Microsoft Intune, Unified endpoints management (laptop/desktop/mobile).
- Experience in IT ticketing systems and remote support tools.
- Good verbal and written communication skills, able to work in a team, possess cross-culture experience, project management skills
