IT Lead Service Delivery COE SEA
The main responsibility of this role is to ensure proper IT operations so that the Electrolux Staff across Singapore are fully supported and can accomplish business tasks. This includes resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.
To support the Electrolux business a hands-on approach to troubleshooting and planning is required to ensure issues are resolved quickly and changes are executed in a planned and timely manner
For end user support, using email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, the IT Technical Support Engineer will contact end-users via phone or in person and/or provide clear, written instructions and technical manuals.
A Typical Day
•Manage onsite support team across COE SEA
•Install and configure computer hardware operating systems and applications
•Monitor and maintain computer systems and networks
•Install configure and support bespoke computer systems designed to run the Electrolux business.
•Talk to staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
•Troubleshoot system and network problems, diagnosing and solving hardware or software faults
•Replace parts as required.
•Provide support, including procedural documentation and relevant reports.
•Provide the hands a feet support for project delivery and break-fix scenarios where required
•Follow diagrams and written instructions to repair a fault or set up a system.
•Support the roll-out of new applications.
•Set up new users' accounts and profiles and deal with password issues.
•Respond within agreed time limits to call-outs.
•Work continuously on a task until completion (or referral to third parties, if appropriate).
•Following standard procedures for proper escalation of unresolved issues to the appropriate teams.
•Help to develop and update written procedures and operational documents and diagrams.
•Manage, record and track the deployment and monitoring f end user devices such as Laptops, phones and tablets.
•Provide prompt and accurate feedback to customers.
•Ensure all issues are properly logged.
•Prioritize and manage many open cases at one time.
•Rapidly establish a good working relationship with customers.
In this role, you will be dealing with Electrolux’s Internal customers. You should be confident in dealing with all levels of management
In Electrolux, we encourage open communication at all levels and put emphasis in dealing with our customers as well as colleagues with integrity and respect. You will be working in regional office in Singapore on regular working hours and may be required to travel to other sites.
There will be an expectation that you are available to additional and after hours support as needed.
Who You Are:
•Someone with distinctive troubleshooting and problem-solving skills.
•Experienced with IT in a corporate sales and manufacturing industry
•Intermediate knowledge of VMware
•Advanced knowledge of Windows Server 2012 and above and Active Directory- Good to have
•Knowledge of ITSM processes (ITIL esp. change / Incident)
•Advanced analytical skills and attention to detail
•Proven ability to quickly learn new technologies, processes, and procedures
•Have the ability to work as an effective and contributing team member
•Ability to provide step-by-step technical help, both written and verbal.
•Work on projects aside to the day to day operations
•Excellent verbal and written communication skills & client service skills
•Professional image with the ability to form good partner relationships across functions
•Different roles & responsibilities may be assigned to this position according to changes in the supported business area.
•BS degree in Information Technology, Computer Science or relevant field
•English Fluency both written and verbal
•Ability to diagnose and troubleshoot technical issues
•Microsoft certification in (MCSE), (MOS), Linux, Cisco or similar technologies. Nice to have
•General networking TCP/IP, DHCP, DNS (CCNA certified is preferred).
•Proven 5-10 years’ work experience in IT Lead, Technical Support, Desktop Support Engineer, or similar role in an Enterprise environment. Experience supporting an enterprise corporate sales environment would be a distinct advantage