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ABOUT YOUR ROLE:
To maintain the day-to-day IT operational support for VF Singapore office. While providing high level of customer satisfaction, Service Delivery Technician are responsible for resolving incidents and requests in timely fashion and escalate to the appropriate support groups. Service Delivery Technician must have good balance of basic technical skills as well as customer facing skills.
YOUR RESPONSIBILITIES WILL INCLUDE (but are not limited to) :
Responsible for daily IT operations and support
Monitor Service Desk tickets assigned to the queue and resolve in timely based on SLA.
Install and configure computer hardware, software, systems, networks, printers, mobile phones and any other IT related devices
Communicate with users to determine the nature of problems and best approach for resolving the issues
Perform hardware and software upgrades as per request
Handle projects with different functional teams to define requirements and implementation plan
Escalate and report any emergency cases to different functional teams
Analyze the incident tickets and determine the areas of improvement
Maintain IT equipment inventory by monthly and quarterly.
Conduct knowledge articles and guidelines, provide training session as necessary
Assist with defining Service Level Agreement (SLA) and making sure the team that SLA is met
Provide backup support to Senior Service Delivery Technician and Manager, EUS and SD Team
Ensure facilities such as conference room and computer equipment are in good operational condition
WHAT WE WILL BE LOOKING FOR IN YOU:
Have solid working experience as tier 1 and tier 2 end user support
Windows 10/11 and Macintosh administration and troubleshooting skills
Knowledge in Active Directory, VPN, Unity, Zoom, Adobe, Microsoft O365 including Outlook, Word, Excel, PowerPoint, SharePoint, Teams, OneDrive and etc...
Knowledge in ServiceNow ticketing system and able to view / create / resolve tickets
Ability to troubleshoot / resolve IT issues remotely via Proxy Air, SCCM, Zoom, Teams and RDP
Able to work independently and liaised with global teams
Be a self-learner, a team player and able to work in different environment
Excellent analytical and problems solving skills
Occasionally required to work or join meeting during non-office hours
A good team player with excellent communication and problems solving skills
R-20240417-0010
VF Diversity Vision Statement VF is committed to creating an inclusive environment that welcomes and values the differences among all of our associates, customers, suppliers and the communities in which we live and conduct business. The continued success and growth of VF is enhanced through initiatives that promote diversity throughout VF around the world.VF is an equal employment opportunity/ affirmative action employer of minorities, females, protected veterans and the disabled. VF is committed to providing equal opportunities in employment, and treating our VF associates and VF applicants without discrimination on the basis of their race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, protected veteran status, HIV/AIDS status, or any other legally protected factor.