Focus Areas

Manage EUC corporate hardware activities for APAC users, including coordination of hardware purchase, returns, shipments, replacements, asset management, etc.
Provide Major Incident Management Support for the APAC time zone.

Customer support /service enhancements

Act as the first point of contact for other customers seeking technical assistance, primarily via logging a ticket in Jira SD.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Walk the customer through the problem-solving process. Communicate clearly. Update regularly on progress.
Direct unresolved issues to the next level of support personnel or to the right resolution groups.
Provide accurate information on IT products or services utilizing the documentation and processes in place.
Record your activities in Jira SD in alignment with processes in place (ticket queue management and handling – including proper ticket triaging, prioritization, customer updates as per existing SLA’s, etc.)
Proactively follow up on open cases in your queue escalating timely to management for guidance if required.
Identify, suggest and engage actively in possible improvements to procedures.
Support actively ongoing documentation efforts, building knowledge base articles
Assisting other teams as needed (Network/Engineering/etc.).

Preferred skills and experience
1. Proven work experience as IT Helpdesk / IT Support Engineer
2. Strong Asset management skills
3. Solid O365 / Google Workspace technical support experience and ability to diagnose and resolve less complex technical issues
4. Windows & MacOS technical support experience
5. Experience resolving AV/ conference room issues
6. Networking foundations are a big plus (cabling, Wi-Fi, firewall).
7. Experience providing support to C-level executives - understanding the importance, impact & sensitivity in a corporate environment
8. Knowledge of the ITIL reference model
9. Proficiency / Fluency in English and Mandarin, both written and spoken

Personal attributes
1. Team player, caring for the team’s success
2. Work approach - willing to learn and proactively explore new things on a daily basis
3. Good problem-solving, priority-setting, and collaboration skills