We are seeking a Deskside Support Engineer to join our team in Jakarta, Indonesia. The ideal candidate will provide support on IT requests and break-fix to NTT's customer employees in person and through phone calls, chats, and emails.
Requirements
- Provide support on IT requests and break-fix to NTT's customer employees in person and through phone calls, chats, and emails.
- Provision new users with hardware, software, and account setup.
- Provide onsite and remote support for multiple locations.
- Troubleshoot and resolve a variety of technical problems including networking.
- Provide technical support for mobile device issues using ABM and Samsung KNOX, including setup, configuration, connectivity, and application troubleshooting.
- Respond quickly to cyber, malware alerts and location outages.
- Utilize remote support tools to diagnose and resolve desktop issues efficiently, regardless of user location.
- Proficiency with Windows and Mac operating systems, common desktop applications, and basic networking knowledge.
- User Coaching: Conduct one-on-one or group training sessions to help users improve their technical skills and better understand the tools and applications they use.
- Self-Service Adoption: Promote and increase the adoption of user self-service tools and resources, reducing the dependency on direct IT support.
- Office 365 Consulting: Serve as a consultant for Office 365 products, assisting users in maximizing the benefits of tools such as Outlook, Teams, OneDrive, SharePoint, and other Office 365 applications.
- Set up, configure, and troubleshoot AV equipment for meetings, presentations, and events.
- Provide on-site and offsite technical support during events to ensure smooth operation of all AV equipment and systems.
- Perform regular maintenance and testing of AV equipment to ensure reliability and optimal performance.
- Work closely with event organizers to understand technical requirements and ensure all AV needs are met.
- Assist in the planning, implementation, and troubleshooting of AV system upgrades to ensure seamless transitions and enhanced functionality.
- Provide dedicated and personalized desktop support to VIP users, ensuring prompt resolution of technical issues and exceptional service quality.
- Perform & support continuous improvement including innovation & solutioning to increase efficiency and quality of deliverables.
- Provide excellent customer service, maintaining a positive and professional demeanour while addressing user concerns and requests.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Strong customer service orientation, with a commitment to resolving user issues promptly and professionally.
- Provide hands-on support for networking devices and facilitating network upgrades.
- Manage IT Rooms e.g. alerts etc
- Support IT maintenance including power shutdown & DR.
- Collaborate with internal and external parties to manage and resolve escalations efficiently, ensuring prompt and effective desktop support solutions.
- Ability to work collaboratively in a team environment and manage multiple tasks simultaneously.
- Leverage Office 365 tools internally to boost engagement and efficiency within the support team.
- Provide efficient desktop support across multiple locations, ensuring seamless remote assistance and issue resolution.
- Consistently meet and exceed key performance indicators (KPIs) to ensure high-quality desktop support and service delivery.
- Oversee desktop support projects, ensuring timely completion and alignment with organizational goals and objectives.
- Efficiently manage and resolve support tickets, analyse trends to identify recurring issues, and implement solutions to enhance overall service quality.
- Ensure all tickets are resolved within the SLA.
- Adhere to the ticketing process.
- Escalate and work with third level support/ third party vendor on resolution of problem when necessary to ensure end to end resolution within the agreed response time.
- Adhere to the escalation process.
- Manage the inventory, deployment, and maintenance of desktop assets, ensuring accurate record-keeping and regular stock checks.
- Ensure accurate record-keeping and oversee the entire asset lifecycle, from procurement to disposal, to ensure cost-effective and efficient management.
- Ensure accuracy of quotes and purchase orders (PO) for desktop support, managing financial transactions with precision.
- Collaborate with vendors, escalate issues, and ensure timely resolution.
- Ensure adherence to and enforcement of IT processes and policies for consistent and reliable service delivery.
- Develop and deliver comprehensive training programs to enhance user proficiency with desktop systems and software.
- Create and maintain detailed documentation for technical procedures, user guides, and knowledge base articles.
- Continuously update training materials and documentation to reflect the latest technology and best practices.
- Regularly monitor desktop support activities, ensuring adherence to performance standards and SLAs.
- Generate detailed reports on support metrics, incident trends, and resolution times to provide insights and identify areas for improvement.
- Utilize monitoring tools to proactively detect and address potential issues before they impact end-users.
Benefits
- Health, Dental, Vision, Disability, and Life Insurance
- 401(k) Plan
- Paid Time Off
- Holiday Pay
- Flexible Work Arrangements
