EUS Engineer/ IT Support

Multinational Company; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

Multinational Company is seeking an experienced IT support professional to resolve onsite issues and collaborate with international teams on incident, problem management and software delivery. You will build relationships with global colleagues, consult with local business and leadership on requirements, and drive local optimization and adoption of end-user services.

Responsibilities include troubleshooting desktop environments, deploying hardware for new joiners, maintaining AV and conference

Qualifications

• Experience in information systems support and end-user services.
• ITIL foundations and ServiceNow experience preferred.
• Experience working in an international environment.

Responsibilities

• Analyses and resolves information system issues related to desktop computing, networks, applications, and hardware.
• Build and deploy Windows, Mac or other hardware for new joiners and upgrades; manage local asset inventory.
• Support and maintain local conference and meeting room equipment.
• Ensure tickets are acknowledged, prioritized, investigated, owned and resolved per SLAs.
• Escalate to senior technicians or teams as needed; coordinate with 3rd party vendors to closure.
• Collaborate with international support teams and senior leadership on requirements and planning.
• Drive local optimization and technology adoption for end-user services.
• Support audits, certifications and GDPR activities alongside other tech functions.
• Provide technical support for local applications and enterprise communications systems.

Skills

Desktop support

Windows

Mac OS

Office 365

iOS/Android

SCCM

ITIL

ServiceNow

Network basics

AV systems

Project experience

Job description

Experience - 5+ Years

Job Description -

The purpose of the role is to resolve technical issues and requests onsite that remote functions are unable to address. The role represents the Technology team in onsite incident, problem management, projects and software delivery.

The role also builds relationships with other international support teams to create a cohesive support team, consult with local business and senior leadership to evaluate support requirements and execution planning. Finally, the role drives local optimization efforts and technology adoption of end user services related applications and systems.

Responsibilities

Analyses and resolves information system issues related to the desktop computing environment, network applications, production applications, and hardware.

Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades. Deploy other hardware requested through arranged collection in the IT dept. or set up at the user's desk. Local asset management.

Support and maintain local conference and meeting room equipment

To ensure that all logged tickets are consistently acknowledged, prioritized, investigated, owned and resolved to agreed targets as defined in the Service Level Agreement (SLAs).

Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.

Manage calls with 3rd party suppliers where necessary through to closure

Escalate calls where necessary to the support manager, report on status of outstanding calls

Builds relationships with other international support teams to create a cohesive support team

Assist senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc

Consult with local business and senior leadership to evaluate support requirements and execution planning.

Drive local optimization efforts by identifying service issues and implementing improvements by automation, self-service and other measures.

Drive technology adoption of end user services related to applications and systems

Support Audits (internal & external), Certifications and GDPR related activities alongside other tech functions and business.

Technical support for local applications where applicable alongside other tech or business teams.

Excellent technical knowledge in all key areas of EUS technologies, e.g.

Windows and Mac OS

Microsoft Office 2016, Office 365 & Teams o iOS and Android devices o Hardware and Peripherals o Mobile devices

Skills about o Call Management Systems, especially Service Now o Teams conferencing and enterprise voice

Audio visual systems (TV/Projector systems) and conference technology o SCCM

Basic Network Skills o ITIL certified

Experience in working in an international environment