Technical Support Specialist
1 month ago
UST Global is seeking a talented and experienced End User Support Analyst to join our team. As a key member of our IT support team, you will be responsible for providing top-notch support to our end-users, ensuring that they have a seamless experience with our technology infrastructure.
Key Responsibilities:
- Deliver IMACD (Installations, Moves, Additions, Changes & Disposal) and break fix Desktop support across Windows and Apple Mac devices, mobile phones and related peripherals.
- Maintain, support, and resolve issues related to workstation operating systems, applications, and hardware.
- Daily check, maintain, support, and resolve issues related to connectivity for VC equipment, printers, scanners, and MFDs.
- Expedite support for nominated VIPs at Campus sites on a best-effort basis.
- Provide 1st and 2nd line support, via the TechStop service.
- Be the visible face of IT support, liaising with end users to set customer expectations around how their issue is being managed to resolution.
- Provide regular updates to assigned tickets in the ticketing tool, to allow stakeholders to understand the status of work, without having to request the latest data.
- Manage the stock inventory to fulfill swap and/or general requests for hardware replacements.
- Attend, and contribute to, meetings as required for normal business process and service delivery/continuity.
- Provide onsite support to end-users as required for tasks or issues that cannot be handled remotely.
- Coordinate with the PC equipment manufacturers, customer third parties, and other resolver teams for end issue identification, hardware break-fix support, and spares acquisition.
Requirements:
- VIP support experience.
- Expertise in Windows (10/11) & Mac operating systems, iOS, and Android mobile operating systems.
- Knowledge in SCCM or any other imaging tool.
- ITSM knowledge with handling Service requests and incidents.
- Ticketing tool knowledge like ServiceNow, Remedy etc.
- Software and Application Troubleshooting.
- Microsoft Office 365.
- Flexible to work in early (8am to 4pm) and late (10am to 6pm) shifts.
About UST Global:
UST Global is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation.
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