It Field Technician

About the role

The Field Technician role is to provide field IT Services and support to all Treasury employees across relevant regional locations, including Singapore, China, Thailand, Malaysia, Philippine, Korea, Japan, Australia, New Zealand,etc.

• VIP Support
• Asset Management including laptop, desktop and mobile devices
• Day to day regional business support
• Project and minor initiative support
• Mobile computing service across regions.

Day to Day Support

• Support for desktop, laptop hardware, printing, server connectivity, operating systems, related utilities and associated business and IT applications
• Build strong relationships with Level 3 /Technical applications/Network/Server teams to increase support efficiencies
• Support enterprise and production solutions for Windows 10/ Windows 11/Windows Server/ MAC OS/ iOS operating system and application platforms
• Drive resolution for complex technical issues with a focus on customer experience, reliability, security, performance and overall supportability
• Machine imaging, upgrades, replacements, maintenance and shipment.
• Physical network and server support as required by third level teams
• Provide IT guidance help with collaboration and meeting event tools
• Asset Management
• Mobile computing service (AU/NZ and Asia as required)

• iPhone purchases (accessories, covers, screen protectors)

• iPhone asset management and enrollment tracking. Yearly model review and EOL replacements

• iPad purchases and accessories and fleet management

• Dell purchasing, orders, stock management. Laptops, tablets, peripherals, monitors, accessories (headsets)

• Sim service activations and usage tracking, de-activations and quarterly audits

• Mobile number porting

• Global roaming data management (sim roaming activation and de-activations)

• Dell Fleet management

• Backup Dell ordering and Vodafone for EMEA

• Auditing of data Services

• IT Support and guidance to relevant internal support teams
• Project and Minor Initiative assistance as needed
• Priority assistance for critical issues
• Work closely with wider IT and business specific teams
• Liaise with third party suppliers and support teams as required.
Travel as required to other TWE locations

Service and Incident Management

• Action of tickets across all field IT disciplines ensuring issues and requests are reviewed and actioned in a timely manner
• Build relationships at all regional sites and provide regular check-ins to provide proactive support
Strong focus on Customer Service Excellence and providing a positive employee experience

VIP Support

About you

• 1-3 years of technical experience in deployment, integration and support of desktop technologies (Hardware, software, printing, basic networking, Active Directory, AAD, Intune, SCCM, Exchange, Office 365 and End User Security)
• ITIL 4.0 Foundation or relevant experience
• Experience with ServiceNow or a similar ITSM tool
• Excellent communication skills, both written and verbal with a strong customer service focus.
• Ability to work well across global and regional teams, including IT and business teams.
• Excellence in technical troubleshooting, root cause analysis and incident management within the end user environment
• Experience managing & supporting Intune/Autopilot/Mac MDM in Modern Workplace environment
• Demonstrated capacity to understand complex issues and initiatives and should be able to sustain communication on these topics with business- and technology-savvy individuals
• Demonstrate a strong sense of accountability and urgency
• Demonstrate an ability to work under pressure
• Manufacturing or production support experience will be advantageous but not a pre-requisite for the role.
• Working knowledge of global Network and Infrastructure topology
• MCSE, Comp Tia (A+, Network+) ITIL or other IT Certifications desired
• Extensive knowledge of Microsoft Operating Systems including Windows 10/ Windows 11, Server and working knowledge of Mac OS/iOs
• Good documentation skills
Professional appearance and demeanour