Senior IT Support Engineer, APAC

Job Title

Job Description

Essential Job Functions

Assist with updating and maintaining the ticketing system based on functional and business requirements.

Provide telephone, email and field support to internal customers and colleagues providing an excellent level of service to meet Vantage's SLA. Calls must be logged, prioritised and actioned via the IT ticket system.

Ensure that all associated tickets are updated in a timely manner so that the status of logged calls can be monitored, and problem reporting can be done effectively.

Be able to identify trends and escalate them to other global team members as well as be proactive in identifying areas for improvement.

Ability to identify and translate common escalated issues into employee self-service guide and platform.

Assist in the development of the Service Desk procedures and creation of material knowledge base articles

Undertake project work assigned by management, and provide regular weekly/monthly reports as agreed, ensuring that the work is done to agreed standards and that any problems are communicated in a timely manner.

Undertake the installation, maintenance and decommissioning of computer hardware, software and peripherals ensuring that this is done to agreed procedures and standards and that all relevant documentation is maintained.

Frequent contact with employees at all levels of the organization; frequent external contact with vendors

Act as an escalation point for 1st and 2nd line support and onward link between our internal customers and Global IT department

Assist in maintaining Vantages IT assets provisioning, decommissioning to disposal aligned to the global standards.

Support all Site IT equipment (with global support if required) within local and regional offices inclusive of AV equipment, wireless access points, IDF room and scheduled power maintenance outage.

Work with external vendors to diagnose, troubleshoot, fix/repair technical issues with software and hardware.

Assist in the care and maintenance of computing, network and office equipment.

Deploy, install, and configure OS and software applications via Autopilot and Pre-provisioning

Provide new or regular orientation and guidance to users on how to operate new software, collaboration tools, and computer equipment as per the global process.

Properly escalate unresolved daily issues to appropriate teams.

Job Requirements

Bachelor of Science degree or equivalent experience preferred.

Ability to support a Hybrid Cloud Environment. Consisting of Active Directory, Azure and Office 365.

Experience working with Android and IOS phones.

Excellent English written and oral communication skills.

Some travel is expected in the region.

4-6 years' experience working in a global corporate end users/service desk environment in a matrix reporting environment support global user.

Excellent problem-solving and communication skills

Strong prioritization and organization skills with the ability to handle multiple tasks at once including office projects.

Ability to manage regional vendors for support and maintenance in line with global procurement, support and maintenance standards and agreements.

Ability to provide step-by-step technical help, both written and verbal

Ability to support global users remotely.

Experience working with ServiceNow platform is required.

Work under limited supervision, both independently and within a team environment.

Hands-on experience dealing with on Incident, Request, Change and problem management. Preferably holding a current qualification of at least ITILv3

Technical qualifications such as Comptia A+, Network +, Microsoft certification would be advantageous.

Experience in supporting networking related issues would be advantages.