Deskside Support Engineer

  • Competitive
  • Singapur, Singapore
  • Festanstellung, Vollzeit
  • Cognizant Technology Solutions APAC
  • 18 Feb 18 2018-02-18

Deskside Support Engineer

Job Description

· Provides remote desktop support for end-users globally at all levels from Singapore office.
· Able to effectively troubleshoot, investigate and resolve issues quickly within Service Levels
· Maintain accurate documentation of work done and update records
· Ensure all work activities adhere to the policies and procedures
· Perform root cause analysis and attend weekly global call with engineering, problem management team. Liaise with product owner or engineering

Job Requirement s (Please specify mandatory skills, additional skills)

· 5+ year's computer service experience using Win7 and VDI
· 5+ years of direct customer contact face to face I.T. desktop support, preferably in a large organization
· Strong team player with service-oriented attitude and customer focus, Strong problem solving and analytical skills
· Strong research and problem solving abilities are required to fix unknown issues
· Able to work 24/5 shifts (Rotational shifts including night shifts) when being scheduled.
· Able to work occasionally on weekends and public holidays for BCP testing's
· Current knowledge of PC, Mac and mobile devices (iPhone/iPad, Blackberry etc.), hardware/software and general technology trends along with drivers issue
· Working knowledge of Active directory and blackberry management along with Citrix & VDI tools (Appsense & Systrack vrops)
· Excellent verbal and written technical documentation skills
· Strong knowledge on MDS Products (Factset / Bloomberg / THOMSON REUTERS EIKON)
· Troubleshooting WIFI, printing, network issues, Shared Folders / Mailboxes quickly
· Experience using Service Now helpdesk ticketing system
· Excellent PC hardware/software troubleshooting skills Windows 7 and knowledge on windows Profile management including local and roaming profiles
· MS Office 2010 application suite (MS Project, PowerPoint, Access, Excel 64 bit, Word, OneNote, Outlook)
· Lync 2010 & 2013 login and profile issues, Skype Business
· Various remote access solutions (i.e. Blackberry Console, Good Console, VPN, Citrix Director)
· BCP management, maintenance and support (i.e. Isolation testing, Periodic readiness check)
Interpersonal Skills (Languages Required: English)

· Able to communicate clearly and effectively across all levels
· Excellent team player & Pro-active, positive personality and "can-do" attitude
· Strong learning capability and committed to self-development
· Able to adapt to changes and have flexibility in performing the support role

Qualifications
Job Description

· Provides remote desktop support for end-users globally at all levels from Singapore office.
· Able to effectively troubleshoot, investigate and resolve issues quickly within Service Levels
· Maintain accurate documentation of work done and update records
· Ensure all work activities adhere to the policies and procedures
· Perform root cause analysis and attend weekly global call with engineering, problem management team. Liaise with product owner or engineering

Job Requirement s (Please specify mandatory skills, additional skills)

· 5+ year's computer service experience using Win7 and VDI
· 5+ years of direct customer contact face to face I.T. desktop support, preferably in a large organization
· Strong team player with service-oriented attitude and customer focus, Strong problem solving and analytical skills
· Strong research and problem solving abilities are required to fix unknown issues
· Able to work 24/5 shifts (Rotational shifts including night shifts) when being scheduled.
· Able to work occasionally on weekends and public holidays for BCP testing's
· Current knowledge of PC, Mac and mobile devices (iPhone/iPad, Blackberry etc.), hardware/software and general technology trends along with drivers issue
· Working knowledge of Active directory and blackberry management along with Citrix & VDI tools (Appsense & Systrack vrops)
· Excellent verbal and written technical documentation skills
· Strong knowledge on MDS Products (Factset / Bloomberg / THOMSON REUTERS EIKON)
· Troubleshooting WIFI, printing, network issues, Shared Folders / Mailboxes quickly
· Experience using Service Now helpdesk ticketing system
· Excellent PC hardware/software troubleshooting skills Windows 7 and knowledge on windows Profile management including local and roaming profiles
· MS Office 2010 application suite (MS Project, PowerPoint, Access, Excel 64 bit, Word, OneNote, Outlook)
· Lync 2010 & 2013 login and profile issues, Skype Business
· Various remote access solutions (i.e. Blackberry Console, Good Console, VPN, Citrix Director)
· BCP management, maintenance and support (i.e. Isolation testing, Periodic readiness check)
Interpersonal Skills (Languages Required: English)

· Able to communicate clearly and effectively across all levels
· Excellent team player & Pro-active, positive personality and "can-do" attitude
· Strong learning capability and committed to self-development
· Able to adapt to changes and have flexibility in performing the support role