We are looking for an End User Support (EUS) Specialist with excellent technical expertise and strong problem-solving skills to join our IT team. The ideal candidate will have hands-on experience in key EUS technologies and possess strong communication skills in both English and the local language.
Responsibilities:
• Provide technical support and troubleshooting for end users across various devices and platforms.
• Install, configure, and maintain Windows and Mac OS environments.
• Support and manage Microsoft Office 2016, Office 365, and Teams applications.
• Assist with iOS and Android device management and troubleshooting.
• Handle hardware and peripheral setup and maintenance.
• Support mobile devices and ensure seamless connectivity.
• Manage and resolve incidents using Call Management Systems, especially ServiceNow.
• Provide support for Teams conferencing, enterprise voice, and audio-visual systems (TV/Projector systems).
• Work with SCCM for software deployment and system management.
• Apply basic network skills to resolve connectivity issues.
• Follow ITIL best practices to ensure efficient IT service management.
Requirements:
• Strong knowledge and hands-on experience in the listed EUS technologies.
• Familiarity with ITIL frameworks and best practices (ITIL certification preferred).
• Excellent communication skills in English and the local language.
• Ability to work independently and collaboratively in a fast-paced environment.
If you are passionate about IT support and eager to work with cutting-edge technologies, we encourage you to apply!
Job Functions:
The primary functions of an AFE is to manage the spares movement inbound and outbound the warehouse, resolution of minor incidents that are raised by our customers and assisting on parts deliveries to Field Engineers & Service Partner Engineers onsite. Incidents and changes can be related to Servers, tape libraries/drives, storage devices, printers, and various other pieces of equipment.
Primary Workflow:
Spares management inbound and outbound the warehouse
Handle quarterly stock take in Local Warehouse & Service Partner Warehouses
Onsite minor break-fix hardware maintenance (Hot swap hard disk replacement, cable reseat, etc)
Conduct onsite physical & logical audits for proactive sparing.
Perform quarterly onsite preventive maintenance per assigned customer.
Handle spare parts deliveries to FE, SeP & client.
Issuance of IMR’s, POR’s
Assist VCA’s & BDA’s for investigating missing parts from stock counting.
Customer communication
Updating TRT internal procedures
Learning additional technical and non-technical skills.
Sourcing Local Service Partners
Sourcing Local Logistic Partner / Supplier
Required Deliverables:
Ensure above 95% accuracy between NetSuite inventory database and actual TRT & SeP warehouse spares.
Ensure all supported incidents or tickets are resolved within SLAs.
Ensure all customer communication is prompt, professional and reliable.
Ensure all commitments made to customers are met or re-scheduled with the customer’s knowledge and approval.
Continuously learn additional technical and non-technical skills
Escalate calls through the correct channels promptly.
24 x 7 Support Structure
Comply fully with company policy to always protect the interests of TRT.
Ensure local SeP is available for onsite requirements.
Working with VCA team for local parts sourcing
Accountabilities:
Local ticket management/status monitoring and make sure they are resolved within SLAs.
Warehouse inventory movement monitoring
Ensure warehouse parts labelling & binning is compliant with TRT global standard
Ensure procedures are properly followed when onsite
Ensure on time support for spare parts
Disaster Recovery:
Coordination within FE / SeP team for urgent part requirement onsite
Handle coordination & keep good working relationships with logistics and service partners.
Coordination with known local vendors for urgent logistics sparing.
Coordination with VCA, BDA & GSD division for parts needed for a call.
Coordination with VCA, BDA & GSD division for inventory movement
Appropriate escalation to Shift leader or Field Services Team Leader when necessary.
Service Call Updates:
Ensure timely updating to GSD & FE for calls requiring additional parts on-site.
Ensure that all onsite service calls under your responsibility are updated to the GSD Team within the agreed Service Level of the client contract.
OH&S Work Environment:
Ensure that the warehouse or technical work areas remain clean and always organized.
Ensure that you adhere to ESD procedures.
Ensure that you adhere to all OHS requirements, including for lifting, cabling, rack mounting, and equipment in rooms that do not obstruct walkways.
We are looking for an End User Support (EUS) Specialist with excellent technical expertise and strong problem-solving skills to join our IT team. The ideal candidate will have hands-on experience in key EUS technologies and possess strong communication skills in both English and the local language.
Responsibilities:
• Provide technical support and troubleshooting for end users across various devices and platforms.
• Install, configure, and maintain Windows and Mac OS environments.
• Support and manage Microsoft Office 2016, Office 365, and Teams applications.
• Assist with iOS and Android device management and troubleshooting.
• Handle hardware and peripheral setup and maintenance.
• Support mobile devices and ensure seamless connectivity.
• Manage and resolve incidents using Call Management Systems, especially ServiceNow.
• Provide support for Teams conferencing, enterprise voice, and audio-visual systems (TV/Projector systems).
• Work with SCCM for software deployment and system management.
• Apply basic network skills to resolve connectivity issues.
• Follow ITIL best practices to ensure efficient IT service management.
Requirements:
• Strong knowledge and hands-on experience in EUS technologies.
• Familiarity with ITIL frameworks and best practices (ITIL certification preferred).
• Excellent communication skills in English and the local language.
• Ability to work independently and collaboratively in a fast-paced environment.
If you are passionate about IT support and eager to work with cutting-edge technologies, we encourage you to apply!
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職缺:終端使用者支援(EUS)專家
我們正在尋找一位具備卓越技術能力與解決問題能力的 終端使用者支援(EUS)專家,來加入我們的 IT 團隊。理想的候選人需具備廣泛的 EUS 技術經驗,並擁有流利的英文及當地語言溝通能力。
職責範圍:
• 為終端使用者提供技術支援與疑難排解。
• 安裝、配置並維護 Windows 與 Mac OS 作業系統。
• 支援並管理 Microsoft Office 2016、Office 365 及 Teams 應用程式。
• 處理 iOS 和 Android 設備 的管理與故障排除。
• 負責 硬體與週邊設備 的安裝與維護。
• 提供 行動設備 支援,確保無縫連接。
• 使用 服務管理系統(如 ServiceNow) 來管理與解決 IT 服務請求。
• 為 Teams 視訊會議、企業語音及視聽設備(TV/投影系統) 提供技術支援。
• 運用 SCCM 進行軟體部署與系統管理。
• 應用 基礎網路技能 來解決連線問題。
• 遵循 ITIL 最佳實踐 來確保 IT 服務管理的效率。
職位要求:
• 熟悉 EUS 相關技術,具備豐富的實作經驗。
• 熟悉 ITIL 框架 及最佳實踐(持有 ITIL 認證者優先)。
• 具備流利的英文及當地語言溝通能力。
• 能夠獨立工作,也能與團隊協作,在快節奏的環境中有效應對挑戰。
如果您對 IT 支援充滿熱情,並希望與前沿技術合作,歡迎您加入我們的團隊!