職務說明 / Key Responsibilities
Job Description
Installation of computer client (incl. data backup if required).
- SCCM based Windows 10 distribution. Only focus on client computer side, no need to work on SCCM.
iPhone/Smart Device Setup.
- Intune based MDM client device setup.
Company-wide townhall, webcast, and events IT support.
- Microsoft Teams as meeting application.
"Walk-in" support for hardware issues (IT Café, Tech Stop, etc..).
"Smart hands" for local infrastructure assistance -visual checks (power, light indicators, device power cycle/cold start, etc.
Accompany technical support engineers that need access to computer rooms, and other secured environment for maintenance.
Cable patching.
Other ad-hoc IT support activities (after on-boarding process).
Office 365 application support, installation, and re-installation.
- Outlook configuration, troubleshooting.
- MS Teams configuration, troubleshooting.
- Other Office 365 application support.
Printer support.
- Printer component support on Windows 10 computer, incl. drivers, printer connection, etc.
- Printer login support and troubleshooting.
- Printer paper jam support.
- Toner cartridge replacement.
Error message troubleshooting.
- Error message from Windows 10.
- Error message from applications running on Windows 10.
Provide IT technical support for office users (Level 1.5 Support).
Collaborate with the local technical support team and participate in various IT projects.
Support remote assistance for foreign users in the same time zone.
需求條件 / Key Requirements
Qualifications
Understand the following ITIL process.
- Incident Management.
- Service Request Management.
- Problems Management.
ITSM Tools-Service Now.
- Incident management module.
- Service request management module.
- Problem management module.
Understand the ticket escalation process.
- Incident ticket escalation.
- Service request ticket escalation.
- Problem management ticket assignment.
Provide VIP support with English communication.
Possess good communication and coordination skills, offering professional technical and customer experience.
Have a passion for service, be good at communication, confident, responsible, proactive, and positive.
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