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SW/App/Cloud Tech Support Associate
Kuala Lumpur
Job No. r00258995
Full-time
Job Description
About Accenture
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com
JOB TITLE: Integrated Workstation Engineer
JOB SUMMARY: Provide day-to-day IT Support for the organization in IT Infrastructure Operations. Resolving general technology infrastructure support incidents related to workstations and service requests logged by end users via the IT Support Service.
JOB DESCRIPTION
1. Responsible in trouble shooting basic end-user issues related to workstation, server, network and voice.
2. Responsible in processing service request related to workstation such as but not limited to:
1) Workstation installations, moves, upgrades, back-up, monitoring, and related workstation tasks based on agreed targets.
2) Performs break-fix analysis on workstation operating systems, applications, utilities, Internet/Intranet tools, and related workstation services.
3) Performs or assists in troubleshooting functions Organization Unit, Managing Domain Accounts and other related services.
4) Performs or assists in performing network installations, preventive maintenance, and related tasks.
5) Proactively monitors voice systems to ensure maximum availability and optimal operation of office phone systems including phone handsets, MDF/ IDF wiring, VoIP systems and voice circuits.
3. Responsible in coordination workstation hardware related issues to vendor.
4. Responsible in providing timely and accurate update and information on assigned incidents and service request.
5. Responsible on timely escalation of incidents which cannot be resolved on time or would need vendor/third party support.
6. Coordinates with concerned teams, vendors, and/or appropriate third party as part of operations escalation as necessary. Ensures that all escalation information is accurate and periodically updated, and that all relevant members of the team are regularly informed on the status of the operations escalation process
7. Work closely with service providers to resolve workstation related issues and/or in provisioning new services.
8. Responsible in performing workstation installation, upgrade, preventive maintenance, back-up, monitoring, access administration and other related communication and server infrastructure tasks.
9. Maintains data integrity and ensures the security of workstations in accordance to standards and best practices (e.g., standards implementation/configuration hardening, secure access control, patch updates, etc.)
10. Act as Workstation process expert.
11.May be tasked as a Dedicated Support Engineer.
12.May be tasked to coordinate or be a member of various continuous improvement initiatives of the organization.
13. Responsible for Network Load Conversions for troubleshooting and training room setups.
14. Performs assigned activities or tasks which are aligned to the set objectives by the management.
Qualifications
LEVEL Career levels 11-12
EDUCATIONAL REQUIREMENT:
1. Graduate of Engineering course, in any of the following discipline:
1) Electronics and Communications Engineering
2) Computer Engineering 2. Or, graduate of B.S. in Computer Science or Information Technology
WORK EXPERIENCE AND COMPETENCIES / SKILLS REQUIREMENTS:
1. One (1) year working experience in an IT-related capacity will be an added advantage.
1) Technical experience must include the following:
2) Basic to Intermediate skills in Workstation/Server/Network/Voice administration, operations & maintenance troubleshooting
3) PC hardware troubleshooting
2. Must have good command of English (oral and written communication), and effective presentation skills.
3. Knowledgeable in the following standards: ISO 20000, ISO 27001; ISO 22301; CMMi for Services
4. Background in Service Support, Service Delivery, IT Service Management, IT Operations.
5. Certified in CompTIA A+, ITIL Foundation v.3, Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE) and Microsoft Certified Desktop Support Technician (MCDST) will be an advantage.
SUPERVISORY / MANAGERIAL RESPONSIBILITIES
Reports to Integrated Workstation Team Lead
May be assigned team lead roles depending on business requirements.
BEHAVIORAL ATTRIBUTES:
1. Strong customer service focus.
2. Maintains effectiveness and composure amidst pressures and difficulties and simultaneous demands from diverse tasks.
3. Works well within and participate in cross-functional teams.
4. Helps team members to explore new ways and challenge old ways to achieve breakthroughs.
5. Keeps abreast of developments or trends in one’s area of knowledge/technology/system in support of desired objectives.
You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
