Platform/application Support Analyst

2 weeks ago


Kuala Lumpur, Malaysia Dentsu Full time

**Job Title**:Platform/Application Support Analyst
- Job Posting Title

Technical Support Specialist Level 2
- Job Description Summary

This is an exciting time to join dentsu International as we focus on becoming a 100% digital economy business through content, media and commerce. We are well placed to build capability, scale and sustainable growth as a high-performance business. Our strategy is driven by our unique culture with one vision (to innovate the way brands are built), one set of values and a unique operating model which drives collaboration, client focus and attention.
- Job Description

**Role Overview**
As a Remote Support Engineer based in our APAC Regional Hub, you will be responsible for providing technical support to our global user base.Supporting the latest technologies within a customer centric environment that provides exceptional customer satisfaction, and working with market leading ITSM Service Management tools, you will provide high-levels of technical knowledge, analytical troubleshooting and problem solving to maximise user productivity.You will demonstrate a clear knowledge of the ITIL service management framework and understanding how to build and deliver great service to our users.

You will work closely with our Service Desk, Deskside Support, End User Computing, Security and Applications teams to ensure technical issues & requests are managed, progressed and ultimately resolved in a timely manner, ensuring quality is of the highest standard and exceeding service level targets where possible.You will demonstrate a high capacity for learning & development and will seek to adopt new knowledge and resolution capabilities through a strong 'shift-left' approach.Excellent communication skills are mandatory, and the ability to be self-disciplined & motivated is necessary, as well as having excellent collaborating skills and a strong sense of team ethic.

**Responsibilities**
Duties will include:

- Work with the Team Lead to agree team responsibilities and activities, by engaging with business users and other technical support functions.
- Act as the cover for the Team Lead in their absence.
- Manage workloads, adhere to the team rota, ensure all incident and request tickets are handled in an appropriate, professional manner meeting agreed SLA targets.
- Work as part of a team of technical support engineers, providing guidance and expertise as well as setting standards of professionalism and attitude.

Technical support duties will include:

- Research solutions to technical issues that can be raised with the relevant service owners.
- Promptly escalate issues that cannot be resolved to the 3rd line team who manages that service.
- Ensure that user experience and satisfaction is at the forefront of all activities.
- Help drive customer satisfaction to over 90% and ensure SLA attainment is consistently above the minimum requirements.
- Ask customers targeted questions to quickly understand the root of the problem.
- Talk customers through a series of actions, either via phone or chat, until they have solved a technical issue.
- Provide prompt and accurate feedback to customers for the incident they have raised.
- Ensure all issues are correctly logged and followed through to completion within the agreed SLA's.
- Prioritize and manage several open issues at one time.
- Create technical documentation in the form of run books and knowledgebase articles.
- Maintain relationships with the business and other support teams to keep up to date with changes to service and new requirements.

**Education/qualification and training**
- Ideally Microsoft / CompTIA certified or equivalent qualifications and experience.
- ITIL qualification (Foundation).

**Knowledge/skills**
- Managing user authentication issues across AD and Identity provider platforms such as Okta.
- Experience of troubleshooting user account issues (account lockout etc).
- Understanding of how Single Sign On (SSO) works.
- Excellent O365 product knowledge to support users in the user context, mainly covering Office and Outlook.
- Experience and knowledge of Microsoft Teams and Video Conferencing tools. Zoom knowledge desirable.
- Excellent understanding of current Mac OS and Windows 10.
- AD Group and Distribution list creation and management.
- Good understanding of Windows Server, DNS, DHCP technologies.
- Good knowledge of troubleshooting network connectivity issues on Windows/Mac clients.
- Good understanding of cloud technologies.
- Experience of following runbooks to complete tasks and troubleshoot when following the runbook does not work.

**Experience**
- Experience of working with ITIL based Service processes and functions.
- Experience and knowledge of supporting customers in a complex, enterprise environment. Preferably in the technical services sector.

**Personal characteristics**
- Excellent troubleshooting and problem-solving skills.
- Willingness to update professional knowledge and a commitment to continuous imp



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