Core IT End User Service engineer

Role and responsibilities

IT Service desk & customer support
▪ Identify and diagnose issues and problems based on ITIL knowledge(IT Infrastructure knowledge)
▪ Categorize and record reported queries and provide solutions.
▪ Support problem identification.
▪ Monitor issues from start to resolution.
▪ Escalate, if needed, unresolved problems to a higher level of support
▪ Managing one or more customer service or service desk functions
▪ Acting as single point of contact to support users, reporting issues, requesting information or other services
▪ Delivering user requests through multiple channels ​

Desktop and Software Management
▪ Managing PC applications and multi-functional printers and other devices 
▪ Support user data backup and restore 

Convey IT solution to Business
▪ Introducing IT new service to users in training sessions 
▪ Making user manual and instruction to develop user knowledge

Audio and Video solution support  

▪ Design latest A&V conference room

▪ Maintain and monitor installed A&V device

Education and experience

▪ Bachelor’s Degree in Computer Science, Technology or other related field

▪ 5 ~ 8 years of experience for maintenance of Software/Hardware

▪ Strong knowledge in business process standardization.

▪ Working experience at End User support and Helpdesk preferred

Skills

▪ Problem solving and root cause identification skills..

▪ Must be able to multi-task and prioritize projects to meet critical deadlines with excellent follow-through

▪ Strong understanding MS office product 

▪ Knowledge of Audio & Video meeting solution

▪ Experience of server operation (Windows or Linux) 

▪ Understanding Cloud environment 

▪ Good  communication skill, fluent spoken and written English is a must