Desktop Support Specialist 4

6 days ago

Penang, Malaysia Dexcom Full time

**Functional Description**

Coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.

**Functional/Business Knowledge**
- Complete understanding of the aspects of the job.
- Applies high level of knowledge to complete a wide range of tasks that normally requires time management skills.

**Scope**
- Work at this level requires following established practices.
- May independently plan own work, referring only unusual cases to supervisor.
- Frequent contact with employees at all levels within the company.
- Understands implications of work and makes recommendations for solutions.

**Judgement**
- Assignments are complex in nature where judgment and initiative is required in resolving problems and making recommendations.
- Thoroughness and reliability are essential as errors would result in a possibility for loss and normally affect other groups.

**Management**
- N/A

**Field Sales**
- N/A

**Experience and Education**
- Typically requires a minimum of 6-8 years of related experience and High School diploma/certificate or equivalent.

**Workplace Type**
- The Workplace Type for this role is Assigned Desk. Based on the nature of your role you will have an assigned desk or office located at a Dexcom site and should plan to be onsite approximately 4-5 days per week.

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