Provide 1st and 2nd line support for APAC users across project sites, regional offices and remote locations, covering desktops, laptops, mobiles, printers, meeting room technology, Microsoft 365, approved applications, connectivity and basic server or system issues.
Act as a professional first point of contact for APAC users via phone, email, Teams and the IT service management system, ensuring timely support across regional time-zone requirements and site operating patterns.
Log, categorise, prioritise, update and resolve incidents and service requests with clear notes, actions taken, resolution details and appropriate linkage to site, project, asset or user impact.
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Serve as a subject matter expert and technical support on Quantum solutions, focusing on the challenges and complexities of managing the tsunami of unstructured data, associated technical workflows and the intricacies of media workflows. Provide guidance on solution implementation and ensure optimal performance.
Demonstrates excellent interpersonal skills, effective listening, demonstrates logical trouble shooting techniques when documented procedures fail to resolve the issue, concern with quality deliverables and appropriate sense of urgency in fulfilling customer requirements.
Able to isolate problems to the product, ecosystem, or backup hosts/software. Work closely with product engineering, providing feedback for solution improvement.
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· Able to work under pressure and adapt to new technologies and support processes.
Job Summary
We are seeking a Technical Support Engineer to provide technical support for IT endpoint devices, including laptops, monitors, and peripherals. The role involves hardware diagnosis, warranty support, parts coordination, vendor management, ticket administration, and customer service. The engineer will work with internal technical teams, vendors, and authorised service providers to ensure timely resolution within agreed SLAs.
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Farnell, an Avnet company, is a global high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair.
Provides value added solutions for the company and its defined supplier(s) growth plans and business.
Identifies, defines, implements and supports hardware and software based solutions through the engineering development process.
Develops key engineering and marketing relationships within the company's supplier business units to drive collaboration and solution development at the engineering level.
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Provide courteous and timely technical support to end-users via phone, email, or chat, assisting with IT-related issues, questions, and service requests.
Troubleshoot hardware and software problems, identify root causes, and work towards effective solutions. Escalate complex issues to higher-level support as needed.
Create, document, and manage service desk tickets in a timely and organized manner, ensuring accurate tracking and resolution of incidents.
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Provide Tier 2/3 technical support, troubleshooting complex hardware, software, network, and system issues through phone, email, chat, and remote assistance.
Diagnose root causes using logs, system data, code review, and basic SQL queries; implement fixes, workarounds, and configuration changes.
Monitor and maintain IT systems, hardware, operating systems, applications, and network connectivity; assist in deployments, migrations, and integrations.
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Support daily IT MFG systems related tickets – Windows Server 2012 / 2016 / 2019 issues, Service Pack upgrade, Security Patching, MFG application rollout, File Server Management, RedHat Linux administration, IIS management, SQLserver, healthcheck and monitoring, level 1 IT end user support on clients, application, network and services, and other tasks requested by Site IT Supervisor.
To manage site helpdesk operations, provide technical guidance, deliver helpdesk efficiency report, and other tasks requested by Site IT Supervisor
Perform administrative functions for all IT Manufacturing and APAC IT, including coordination and communication. Maintain documentation, organize meetings and events, and ensure confidentiality and compliance according to Policy
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Provide 1st and 2nd line support for APAC users across project sites, regional offices and remote locations, covering desktops, laptops, mobiles, printers, meeting room technology, Microsoft 365, approved applications, connectivity and basic server or system issues.
Act as a professional first point of contact for APAC users via phone, email, Teams and the IT service management system, ensuring timely support across regional time-zone requirements and site operating patterns.
Log, categorise, prioritise, update and resolve incidents and service requests with clear notes, actions taken, resolution details and appropriate linkage to site, project, asset or user impact.
...
Provide 1st and 2nd line support for APAC users across project sites, regional offices and remote locations, covering desktops, laptops, mobiles, printers, meeting room technology, Microsoft 365, approved applications, connectivity and basic server or system issues.
Act as a professional first point of contact for APAC users via phone, email, Teams and the IT service management system, ensuring timely support across regional time-zone requirements and site operating patterns.
Log, categorise, prioritise, update and resolve incidents and service requests with clear notes, actions taken, resolution details and appropriate linkage to site, project, asset or user impact.
...
Serve as a subject matter expert and technical support on Quantum solutions, focusing on the challenges and complexities of managing the tsunami of unstructured data, associated technical workflows and the intricacies of media workflows. Provide guidance on solution implementation and ensure optimal performance.
Demonstrates excellent interpersonal skills, effective listening, demonstrates logical trouble shooting techniques when documented procedures fail to resolve the issue, concern with quality deliverables and appropriate sense of urgency in fulfilling customer requirements.
Able to isolate problems to the product, ecosystem, or backup hosts/software. Work closely with product engineering, providing feedback for solution improvement.
...
Serve as a subject matter expert and technical support on Quantum solutions, focusing on the challenges and complexities of managing the tsunami of unstructured data, associated technical workflows and the intricacies of media workflows. Provide guidance on solution implementation and ensure optimal performance.
Demonstrates excellent interpersonal skills, effective listening, demonstrates logical trouble shooting techniques when documented procedures fail to resolve the issue, concern with quality deliverables and appropriate sense of urgency in fulfilling customer requirements.
Able to isolate problems to the product, ecosystem, or backup hosts/software. Work closely with product engineering, providing feedback for solution improvement.
...
Serve as a subject matter expert and technical support on Quantum solutions, focusing on the challenges and complexities of managing the tsunami of unstructured data, associated technical workflows and the intricacies of media workflows. Provide guidance on solution implementation and ensure optimal performance.
Demonstrates excellent interpersonal skills, effective listening, demonstrates logical trouble shooting techniques when documented procedures fail to resolve the issue, concern with quality deliverables and appropriate sense of urgency in fulfilling customer requirements.
Able to isolate problems to the product, ecosystem, or backup hosts/software. Work closely with product engineering, providing feedback for solution improvement.
...
Support technical helpdesk team and provide excellent customer service and resolve technical issues via calls and emails (to customers and operation organization)
Support product test, ensure test request deliver on time.
Operate the virtual studio system - to support technical training
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