Technical Support Engineer

Location : Singapore

Experience - 4 to 10 years

Required Technical Skill Set:

Install

Configure

Maintain and troubleshoot end user desktops

Laptops

Peripherals

Printers

Must-Have:

Strong English & local language proficiency and inter personal skills.

Provide incident and request management support to all end user devices. E.g. Desktop,

Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner,

Thumb drive, encrypted portable HDD etc

Experience in Windows & non-Windows Operating environment

Installation, Movement, Addition or Change (IMAC) of new or existing end user device

hardware/software component.

Provide and maintain warranty/maintenance documentation for Assets, to be included in

Operations Manual.

Recommend and apply solutions, including on-site repair for remote users.

Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.

Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.

Determine and execute system reconfiguration needs.

Establish end user service level agreements.

Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.

Supervise complaint ticketing system and follow timely resolution of all work orders.

Able to configure and use Microsoft Enterprise applications (including SCCM and Active Directory).

Creation/restoration of images and up gradation of patches using SCCM.

Ability to participate in the design, architect and engineering of software deployments/installation process.

Demonstrated ability to provide user support by means of remote access tools.

Ability to communicate effectively with both Business/Management and Vendor resources & acquire knowledge from them.

Good To Have:

Knowledge on Asset management.

Preferred Certifications: MCSA (Win 7 Enterprise Desktop Support) & ITIL Foundation / Intermediate.

Good to have service transition experience

Role Descriptions:

Move existing equipment (PC, notebook, Thin Client, network printer etc.) and update configurations, as necessary.

Change an existing hardware/software component and verify functionality upon completion

IMAC Update in CMDB

Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software which could not be installed by SCCM)

Provide a minimum of 15 minutes of familiarization Training to end-user upon completion of a new PC install, if end user is available upon completion of install.