Technical Support Specialist

Overview

As a Service Support Engineer, you will play a pivotal role in resolving technical issues and requests onsite that remote functions are unable to address. Your responsibilities will encompass representing the Technology team in onsite incident, problem management, projects, and software delivery. Additionally, you will build 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. You will also drive local optimization efforts and technology adoption of end user services related applications and systems.

Responsibilities

• Resolve 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 department or set up at the user\'s desk.
• Manage local asset inventory.
• Support and assist users with JML (Joiner, Mover Leaver) process.
• Support and maintain local conference and meeting room equipment.
• Ensure all logged tickets are consistently acknowledged, prioritized, investigated, owned, and resolved to agreed targets as defined in the Service Level Agreement (SLA).
• Resolve, route, or escalate 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.
• Build 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 through automation, self-service, and other measures.
• Drive technology adoption of end-user services related applications and systems.
• Support audits-related activities alongside other tech functions and business.
• Provide technical support for local applications where applicable alongside other tech or business teams.

Required Skills and Qualifications

You will possess excellent technical knowledge in all key areas of EUS technologies, including Windows and Mac OS, Microsoft Office 2016, Office 365 & Teams, iOS and Android devices, hardware and peripherals, mobile devices, call management systems (especially Service Now), Teams conferencing and enterprise voice, audio-visual systems (TV / Projector systems) and conference technology, SCCM, basic network skills, and ITIL certification. Experience in working in an international environment is desirable.

Benefits

This role offers the opportunity to work in a dynamic and supportive environment, providing a chance to grow your career and develop your skills. As a Service Support Engineer, you will have the ability to communicate effectively with members of the support team, customers, and 3rd parties, showcasing your customer service skills and well-presented approach.

Others

We seek an ambitious and articulate individual with a positive and adaptable attitude, collaborative work style, and excellent English language skills. If you are passionate about delivering exceptional customer service and resolving technical issues, we encourage you to apply for this exciting opportunity.

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