JOB PURPOSE

Provide on-site IT support to Asurion employees and contractors, ensuring high availability of all IT services and managing all incidents and problems through to resolution.

KEY ACCOUNTABILITIES

• Act as the first point of contact for the business for most day-to-day requests.
• Act as first point of contact for regional IT with AIS IT.
• Ensure technical advice, solutions, decisions and actions are aligned with the IT department methodologies / processes / systems.
• Arrange account set-up and closure for all users on both Asurion and client platforms.
• 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 support; printer replace consumables and organising hardware repairs.
• Provide release management / assistance by working closely with the development, business analysis and operations teams to be trained and prepared for first-day support of application releases.
• Manage incidents and problems by explaining the impact on the business operations. Act as the primary point of contact for follow-up questions on application requests and incidents.
• Responsible for troubleshooting technical problems. Possess in-depth knowledge of the focus application(s) and connect application function to the technical component.
• Ensure IT security policy is followed, raising awareness and escalating exceptions to the direct manager when they occur.
• Manage and escalate 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.
• Demonstrate a proactive mindset to identify potential problems, propose solutions, and represent the solutions to the steering committee for appropriate prioritization.
• Partner with the Service Desk team to identify standard checklists, procedures and templates to continuously improve the speed and quality of initial diagnosis.
• Create Standard Operating Procedures, both for common requests as well as incidents
• Any other responsibilities as directed by your manager.

QUALIFICATIONS, EXPERIENCES, SKILL SETS AND PERSONAL COMPETENCIES

• Minimum of 3 years’ experience in a similar role.
• Knowledge of a range of technologies including basic networking; PC, thin-client and server hardware; Microsoft AD, Exchange and MS Office; PABX solutions e.g. Avaya.
• Be an effective trouble-shooter, by analysing problems and developing/recommending solutions.
• Communicate effectively with external clients and internal teams.
• Work as an effective team member, share knowledge and information as well as help others meet team priorities.
• Work independently and as a team.
• Strong verbal and written communication skills.
• Interact professionally with a diverse range of internal and external customers.
• Engage with service providers in other locations, often overseas.
• Good business sense, result-oriented with the initiative to drive solutions.
• Experience within Call Centres, Mobile handsets or Insurance is advantage

About Asurion:

Asurion is the global leader in technology protection services. From lost, stolen and damaged wireless handsets to malfunctioning computers, gaming systems and more, Asurion, together with sister-company NEW, provides more than 200 million consumers worldwide with best-in-class service, repair, replacement and delivery. The company also provides products which can protect a consumer’s wireless content and software. Asurion is the exclusive provider to many of the world's premier telecommunications and retail companies. The company is privately-held with more than 13,000 employees and operates in nine countries across three continents. For more information, please visit www.asurion.com.

Why Join Asurion?

At Asurion, we don't just redefine--We reinvent.We began by establishing a culture that rewards results and isn't confined by hierarchy.  As a result, we have achieved phenomenal growth.

Today, this entrepreneural spirit is as strong as ever.  It is in our DNA.  We foster a culture where our team members are encouraged to daily make a difference -- for our clients,customers, and themselves.  Our dynamic and rewarding environment ensures that every team members has the opportunity to reach their full potential.