• IT Technical Support Specialist

    Posted Date 3 months ago(1/3/2019 10:41 PM)
    Requisition ID
    Career Category
    IT & Technical Operations
    Company Employee Full-Time
  • Position Summary

    General Summary:


    To provide support and oversee all Discovery Networks Asia-Pacific internal customers’ IT requirements/needs, escalating to next level toward issues resolution where necessary. This includes responsibility in responding to customer with timely and effective solutions.


    Key Responsibilities:

    •  Providing Level 1 support, IT issue diagnostic and troubleshooting at internal service counter for internal APAC customer.
    • Escalating tickets to next level, ensuring timely resolution and meeting service level agreement [SLA] to internal customers
    • Maintaining IT asset Inventory and Asset tracking.
    • Create and maintain support documentation of fixes to issues, installation guides and self-help documents.
    • Point of contact for business application queries and providing application queries support.
    • Assist with any other related duties as requested by IT services supervisor.
    • Providing Video Conferencing and Conference Room support.
    • Providing On-Boarding of new hires.
    • Maintain and support all desktops, notebooks, messaging and conferencing devices and other related IT equipment.



    • Minimum 2–3 years of IT support experience, preferably in service desk support in a MNC environment.
    • Good working knowledge of computer hardware, peripherals, applications and software, PMDs, basic LAN and WAN troubleshooting.
    • Experience and knowledge in supporting MS operating systems such as 7 and Win 10 in a domain environment, including MS Office & Outlook and off-the-shelf applications like Adobe, Symantec, etc.
    • Excellent organizational, analytical and interpersonal skills are necessary, including abilities to multi-task and manage shifting priorities as directed by the IT services supervisor.
    • Familiar with ticketing system (e.g. ServiceNow, JIRA) and experience in escalation, resolving issues and closure with customers.
    • Fluency in English and Mandarin in both written and oral communication is required. Japanese is an optional.
    • Ability to travel as necessary.
    • The ability to lift and maneuver IT equipment (desktops/laptops, monitors, servers, etc.)


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