Senior End User Support Specialist, APAC

Location: Aperia Annex, Singapore

Corporate

Remote Help Desk Support provides real-time support via phone/chat/email to employee end users including: •Responding to, researching, diagnosing, and resolving problems through real-time discussions/chat with users •Typically resolving less complex problems immediately, escalating more complex problems to senior level support •Referencing problem management database and help desk systems

Job Summary:

As a member of the ZOLL Circulation and APAC IT Team, the Senior End User Support Specialist is responsible for engaging with the business users via phone, email, instant messaging, or in-person to timely and accurately diagnose and resolve IT issues and/or escalate to a Tier 2 support engineer when appropriate.

Job Location: 

  • Based in Singapore, Apera Mall
  • IT support coverage: Provide onsite or remote IT support to all ZOLL office or remote users in Asia Pacific countries including but not limited to Singapore, Malaysia, Taiwan, China, Korea, Indonesia, Thailand, India, etc.

Essential Functions:

  • Create trouble tickets from calls, emails, and walk-up requests
  • New employee setup: create accounts, order hardware, configure and deploy laptop + peripherals
  • Troubleshoot end-user issues with Microsoft Windows OS, Microsoft Office Suite, and other business applications
  • Troubleshoot hardware and software issues on both PC and MAC
  • Work with APAC regional/Global IT teams to roll out IT projects
  • Provide basic support and maintenance to the IT infrastructure such as rack/network/server equipment, ISP circuit, phone system et
  • Participate in security audits and manage ZOLL’s back-office systems following regulatory requirements
  • Engage with 3rd party technology service providers and instruct, monitor, and report on activities as necessary
  • The position will offer career-benefitting exposure to a wide range of IT support activities.
  • Minimum travel required

Skill Requirements:

  • Exceptional language skills in both English and Mandarin，able to communicate, read, and write effectively
  • Exceptional customer service skills
  • Exceptional problem-solving skills
  • Ability to multi-task and prioritize
  • General business writing skills
  • Experience with enterprise hard drive encryption solutions, Microsoft BitLocker preferred
  • Knowledge of enterprise anti-malware tools and endpoint security solutions
  • Experience supporting mobile devices (smartphones, tablets, etc.)
  • Experience supporting a mixed PC/MAC environment
  • Experience with Active Directory, Exchange, Teams, SharePoint, OneDrive, InTune is a plus
  • Experience with O365 a plus

Required/ Preferred Education and Experience:

  • College degree preferred
  • 5+ years of experience supporting enterprise business users
  • 5+ years of experience with Microsoft Office Suite including O365
  • 5+ years of experience with Microsoft Windows OS; Windows 10 preferred
  • 5+ years of experience troubleshooting hardware and software problems

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity.  Essential and marginal job functions are subject to modification.

ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V.

ADA:  The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.