About this role
POSITION SUMMARY:
As an IT Support Specialist, your primary responsibility will be to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user support requests, and escalation of incidents when considered appropriate and necessary to maintain service level agreement expectations. Problem resolution may involve the use of diagnostic and support request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Essential Duties and Responsibilities:
Provide technical support to Eurofins Laboratory users primarily in the area of front-end devices and maintain users' satisfaction with their IT working environment;End user account maintenance; including account creation, ongoing maintenance and deletion;Maintain the front-end IT infrastructure (Workstations, Printers, Phone System, Smartphones, etc.) and ensure their reliability;Follow and further develop standard Service Desk operating procedures;Local order management of IT equipment and consumables;Assume ownership and provide consistent follow-through to assure problems are resolved and respond to last minute requests;Develop in-depth Product Knowledge in order to resolve customer questions and issues;Interact with programmers and Infrastructure staff on issues that have been escalated;Document all interactions and problem resolution.Basic Minimum Qualifications (BMQ):
To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill or ability required.
Excellent written and verbal communication skills. Must be able to communicate with individuals with all levels of technical and non-technical skill sets (i.e. Developers, Project Managers and external Customers);The ability to work independently and as part of a team with a courteous and professional attitude;Excellent time management and prioritization skills;Software troubleshooting ability for problem research and error isolation;Good listening skills; problem solving and the ability to handle multiple projects/clients at once in a fast paced environment;The ability to handle objections and counter professionally;Must have the technical aptitude to learn, apply and solve technological solutions and/or challenges;Must be willing to spend the time necessary to achieve and maintain a high level of technical proficiency;Expertise in Microsoft Office: Outlook, Word, Excel, PowerPoint;Ability to speak the following languages is an added advantage: Japanese or English or Thai or Mandarin or Bahasa Malaysia or Indonesia.Must have experience working with PC based hardware, software and networking components;Education/Experience:
Undergraduate degree in IT or equivalent industry certifications;3-5 years of prior experience in IT support.Ability and/or Skills:
Developed problem solving skills, ability to work independently with limited supervision and no more than general directions, knows when to consult with supervisor on major issues/problems, demonstrated knowledge and skills in designated areas, ability to handle multiple priorities, ability to function in an environment of constant change, strong organization skills and attention to detail, willingness to work overtime, excellent interpersonal and communication skills, ability to work under medium to high stress levels.
Must be able to work in CET hours (MY time 2pm–11pm)