Job Purpose:
The Field Support Engineer plays a critical role in ensuring the reliable operation of Asurion's IT systems and providing excellent technical support to end-users.
You will be responsible for diagnosing and resolving technical issues, maintaining IT infrastructure, and delivering exceptional customer service to internal stakeholders. You will be the point of contact for IT requests or incidents pertaining to end-user equipment across all Asurion APAC business locations including Thailand.
You will work to deliver an exceptional customer experience as well as performing timely and accurate support functions and supplemental project or emergency work. You will adhere to the Standard Operating Procedures to ensure standardized support.
Key Accountabilities:
- Act as the first point of contact for the business for most day-to-day requests and for Regional IT which includes the responsibility to release management or assistance by working closely with the development, business analysis and operations teams to be trained and prepared for support of application releases.
- Manage and escalate troubleshooting and other technical problems appropriately. Identify the root cause of incidents by providing information about the event as well as partnering with the full technology team to identify problems and to find actions for resolution.
- Ensure technical advice, solutions, decisions, actions, and security policy are aligned with the IT department methodologies, processes, and systems.
- Manage all on-site IT infrastructure, which includes the provisioning of equipment (e.g. PCs, laptops, terminals, phones and mobiles); software on local PC's - SOE new laptops and desktops; meeting room projectors; printer replace consumables, organizing hardware repair and arrange account set-up and closure for all users on both Asurion and client platforms.
- Assist in the installation, configuration, and maintenance of IT equipment, including desktops, laptops, printers, and networking devices.
- Create regular or ad hoc business reports that provide insight into key data points according to business needs and responsible for data and ETL analysis to monitor / analyze / correct / escalate issue(s).
- Partner with the Service Desk / DevOps team to identify standard checklists, procedures, and templates to continuously improve the speed and quality of initial diagnosis.
- Participate in the procurement process by raising purchase orders (POs) for IT equipment and supplies.
- Communicate and collaborate with global teams to ensure alignment on IT support and projects.
- Stay up to date with the latest technologies and industry trends to enhance technical expertise.
- Actively participate in IT change management processes, including testing, implementation, and documentation.
- Any other responsibilities as directed by your manager.
Qualifications:
Education:
- Bachelor's degree in information technology, Computer Science, or related field (preferred).
- Relevant certifications such as CompTIA A+, Network+, and Security+ are highly desirable.
- Additional certifications, such as Microsoft Certified, Cisco, ITIL, or AWS, are a plus
Essential Experiences, Skillsets & Personal Competencies
- Minimum of 3 years experience in a Call Centers, Mobile handsets or Insurance industry field.
- Strong knowledge of a range of technologies including basic networking; PC, Microsoft AD, Exchange and MS Office (PABX solutions e.g., Avaya).
- Understanding of network configurations and protocols.
- Strong knowledge of hardware and software components.
- Interest and ability to do trouble shooting by analyzing problems and developing/recommending solutions.
- Ability to interact effectively and professionally with external clients and internal teams and superb interpersonal skills to engage with service providers in other locations, often overseas.
- Confident to work independently and an effective team member that can share knowledge and information to meet the team's priorities.
- Good business sense and result-oriented with the initiative to drive solutions.
- Strong communication and interpersonal skills.
- Adaptability in a fast-paced and dynamic environment.
Desirable Personal Competencies and Attributes
- Experience within Call Centres, Mobile handsets, or Insurance an advantage
- Knowledge of cloud computing and virtualization technologies.
- Experience with IT service management frameworks (e.g., ITIL).
- Cybersecurity awareness and practices.
- Ability to prioritize and manage multiple tasks effectively.
