Equinix, Inc. (Nasdaq: EQIX) connects the world’s leading businesses to their customers, employees and partners inside the most interconnected data centers. In 48 markets across five continents, Equinix is where companies come together to realize new opportunities and accelerate their business, IT and cloud strategies. In a digital economy where enterprise business models are increasingly interdependent, interconnection is essential to success. Equinix operates the only global interconnection platform, sparking new opportunities that are only possible when companies come together. Equinix.com
The End User Support Engineer is responsible for providing level 2 support by responding to, evaluating, and prioritizing incoming IT support requests entered into the IT service desk by internal end users in a flexible, fast paced and growing, but very customer focused environment. These requests can be based at different sites within the region and on hardware and/or software issues affecting end user technology devices including Dell desktops/laptops, iPhones, Android, Cisco Telepresence VC, Skype Room System and Cisco VoIP phones. Follows-up on any open incidents, escalates to Sr. IT team members (when appropriate), to ensure all SLAs are met and incidents are resolved in a short time frame. Ability to be dynamic and reactive as well as creating and driving process to increase IT efficiency, drive pro-activeness, and educate end users on how best utilize the technology provided.
Responsibilities:
- Troubleshoot to resolution Windows 7/8.1/10, Mac OSX, Microsoft Office 2010/2013/2016, Skype For Business, Skype Room System and other internal application software issues as assigned
- Office 365 account administration and troubleshooting
- Image, configure, upgrade, and repair Dell desktops and laptops
- Active Directory & MS Exchange account administration including add/change/move requests
- Administer and maintain iPhone and Android mobile phonestablets via MobileIron MDM
- Onsite support if required at multiple sites in Singapore
- Remote support for all other metros in APAC (Australia, China, Hong Kong, Japan, Indonesia, Korea)
- Complete desktop and telecom related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits, etc.).
- Help troubleshoot and work with telecom engineers to resolve end user telecom issues
- Provide outstanding customer service
- Help build and a rich IT knowledge base by creating and maintaining process and resolution documentation
- Ability to lift 25kg
- Other duties as assigned
Qualifications
- Advanced to expert knowledge of Windows 7/8.1/10, Mac OSX, and Office 2010/2013/2016
- Understanding of system administration, basic networking and VoIP concepts
- 2 - 3 years’ experience working in a fast paced and dynamic but VERY customer focused IT end user support environment
- Bachelor’s degree in Computer Science or MIS or equivalent work experience is desired
- Detail oriented, deadline and results driven
- Excellent written and verbal communication skill in English.
- Verbal Communication in Japanese is desired
- Strong customer service background
- Intel based Mac hardware/software support is desired
- Certifications desired:
- MCDST or higher Microsoft IT Professional certification
- Dell IT Pro certification
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- Company:
Equinix Asia Pacific Pte Ltd - Designation:
End User Support Engineer - Profession:
IT / Information Technology - Industry:
Computer and IT