Service Delivery Technician II, EUS

ABOUT YOUR ROLE:

To maintain the day-to-day IT operational support for VF Singapore office. While providing high level of customer satisfaction, Service Delivery Technician are responsible for resolving incidents and requests in timely fashion and escalate to the appropriate support groups. Service Delivery Technician must have good balance of basic technical skills as well as customer facing skills.

YOUR RESPONSIBILITIES WILL INCLUDE (but are not limited to):

Responsible for daily IT operations and support

Monitor Service Desk tickets assigned to the queue and resolve in timely based on SLA.

Install and configure computer hardware, software, systems, networks, printers, mobile phones and any other IT related devices

Communicate with users to determine the nature of problems and best approach for resolving the issues

Perform hardware and software upgrades as per request

Handle projects with different functional teams to define requirements and implementation plan

Escalate and report any emergency cases to different functional teams

Analyze the incident tickets and determine the areas of improvement

Maintain IT equipment inventory by monthly and quarterly.

Conduct knowledge articles and guidelines, provide training session as necessary

Assist with defining Service Level Agreement (SLA) and making sure the team that SLA is met

Provide backup support to Senior Service Delivery Technician and Manager, EUS and SD Team

Ensure facilities such as conference room and computer equipment are in good operational condition

WHAT WE WILL BE LOOKING FOR IN YOU:

Have solid working experience as tier 1 and tier 2 end user support

Windows 10/11 and Macintosh administration and troubleshooting skills

Knowledge in Active Directory, VPN, Unity, Zoom, Adobe, Microsoft O365 including Outlook, Word, Excel, PowerPoint, SharePoint, Teams, OneDrive and etc...

Knowledge in ServiceNow ticketing system and able to view / create / resolve tickets

Ability to troubleshoot / resolve IT issues remotely via Proxy Air, SCCM, Zoom, Teams and RDP

Able to work independently and liaised with global teams

Be a self-learner, a team player and able to work in different environment

Excellent analytical and problems solving skills

Occasionally required to work or join meeting during non-office hours

A good team player with excellent communication and problems solving skills

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