IT Support Associate II

Job Description


To answer and provide solutions via phone, email and instant chat system, log through ticketing system resolve and/or escalate all calls routed through the Information Technology Services system, providing courteous service to customers both on the telephone and in person whilst ensuring that all company standards are adhered too.To provide day-to-day Tier 1 operational support for IT users onsite or remote sites within APAC, EMEA and US region, covering 24x7 support to hardware, software LAN/WAN, Mobility, Audio & Video technology.Principal Accountabilities:To answer and escalate all IT inbounds calls within the Groups Service Level Agreement.Provide Tier1 & Tier II hardware, software, network and mobility support for all IT Customers either directly or by engaging 3rd party vendors for warranty exchanges and servicing.Escalate issues to Team Leader or other IT Support Group where incident or request/tasks cannot be solved or delivered.To perform on-boarding/off-boarding and account management.Maintain a tidy and structured working environment.Comply with policies, standards, process and procedures.To assist team leaders with activities as required.Job Knowledge and Experience:Good and general working knowledge of Windows operating systems, IOS/Windows/Android mobile platform, Microsoft Office products, desktop & laptop hardware and peripheral equipment together with some networking knowledge specific to LAN/WAN and Cisco products.Positive attitude, team player and keen to support customers towards achieving 1st Class Customer Service.Self-motivated, organized and patient problem solver.Technically sound with the ability to achieve competency for knowledge sharing.Ability to work alone and without direct supervision.Excellent spoken and written EnglishExposure and experience supporting global customers covering APAC, EMEA and AMERKnowledge in ticketing platform, eg SNOW is a plusExperience in using remote tools such as IBM Tivoli, SCCM, Bomgar, RDP and etc..Hands on experience deployment tools like SCCM, Tivoli.Mobility technologies such Windows CE, Android, IOS and MDMWell verse in windows OS, win 10 is a plusWell verse in Microsoft box office such as office 2010Any other desktop technologies such as PGP, BYODActive participation and engagement in team activity at global and Penang site level.Knowledge in O365 support and ability to converse in multiple language is an added advantage but not mandatory.-----------------------------------------------Inclusion and diversity are critical to the success of IHS Markit, and we actively encourage applications from people of all backgrounds. We are committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected category. For more information on the many ways in which we enthusiastically support inclusion and diversity efforts for both candidates and employees, please access our Inclusion & Diversity Statement .

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