SG - Deskside Support Engineer

Job Description

Position Title

• Deskside Support Engineer 
• Working under Deskside Support team reports to Infosys and client managers

Team Support Coverage to different Business Units

• Provide Local onsite support for all Business Unit includes:
• Trading Floor: Equity, Fixed income, Currency, Commodities, etc.
• Advisory: Investment banking, Capital Market Group, Research Analyst, Wealth Management, Investment Management, Firm Management (VIP), etc.
• Back Office: HR, Legal, Compliance, Technology, Operations, Corporate Services, etc.

Description

PRINCIPAL DUTIES AND RESPONSIBILITES

• General Responsibilities for all levels

• Provide on-site technical support for PCs (software and hardware), voice equipment & mobile device (Smartphone and Tablet)

• Physically set up computers and software system installation

• Perform basic hardware moves and changes

• Record and manage all incidents and requests in ticket-tracking system

• Ensure timely resolution of issues by acquiring necessary information to best measure impact to the customer

• Develop and update new and existing process

• Proactively inform management of trends, significant problems and expected delays

• Provide other IT-related support as required by the business

• Documentation of products support and processes

• Update and manage inventory on new incoming hardware orders

• Communicate with vendors for incoming hardware orders and repairs

• New hire training - Provide OJT (On the Job training) to deskside new joiner and ensure their knowledge level is up to standard. Including technical & procedural knowledge

• New hire performance monitoring - Notify management on performance issue on new joiner for early intervention

• Asset disposal Maintain inventory record for end of life assets. Manage hardware disposal tasks including physical hard drive removal from workstations.

Qualifications

LANGUAGE

• English: Advanced level - strong verbal, written, listening communication experience

EXPERIENCE

• Solid understanding of PC hardware/peripherals

• Exposure of mobile OS such as Apple iOS and Google Android

• Good working knowledge and IT experience supporting Microsoft Windows configuration, desktop administration, Microsoft Office suite

• Basic understanding of network and server-side infrastructure

• Experience in delivering superior customer service experience

• Engineer: 1 to 3 years IT support experience, demonstrate experience to work independently

SKILLS

• Ability to make sound decisions following approved procedures in a fast-paced environment

• Ability to effectively manage multiple tasks occurring simultaneously

• Ability to work independently with little supervision

• Demonstrate ownership taking, willing to learn and share knowledge

Working Hours Coverage

COVERAGE HOURS

• Monday to Friday
• 07:00 to 19:00
• 8 working hour per shift defined by team manager within coverage hours
• Extreme weather WFH coverage
• BYOD mobile phone required (for emergency and escalation)

PAID OVERTIME WORK

• Weekday public holiday coverage needed (on team rotation)
• Occasional non-office hour overtime work (weeknight, weekend & Holiday) paid overtime work on team rotation basis

Locations

• Main Client offices
• IOI Central Boulevard Towers