POSITION SUMMARYProvides customer and technical support
through analysis and problem solving to facilitate installation, implementation,
maintenance, education, and documentation of a variety of computer and software
technologies. Will directly interact with end user onsite to affect a repair or
solution.  Also provides support for Data Center Operations (DC Ops) and is
responsible for the support of the centralized Air Products computing
environment around the world, but specifically for the Asia
Region.
 PurposeThe Technical Support Client team is
responsible for the second/third level support of the Air Products PC
environment with a focus on the Client Desktop (i.e. PC Operating Systems,
including virtual, and Applications), Messaging, Network and Remote
Connectivity, Viruses/Security, Network Printing, and Software Distribution. 
Other responsibilities, as needed, could include working with Engineering teams
to provide additional testing, training, troubleshooting and problem resolution,
participation in teams to resolve infrastructure related problems, providing
consultation, testing, piloting, training and documentation for the support
teams.
 
Nature and
Scope
The Technical Support Client team is part of
Global IT Infrastructure Operations Organization, serving as an integral part of
the IT Support chain. The team provides level 2 support for issues related to
the end-user computing experience.
 
 PRINCIPAL ACCOUNTABILITIESA significant portion of the job
responsibility revolves around the support of the client technologies with a
focus on the Air Products desktop, problem solving teams, project landings and
testing.Working with Technical Support and Engineering
teams to provide additional testing, training, troubleshooting and
documentation.Provide training and consultation for the
Level 1 help desk agents.Provide operational support for the enterprise
computing environment (SAP Applications, VMWare, Hyper-V, Windows Servers, Wide
Area Network, UC4 batch scheduling, etc)Cover prime-time (Business) hours from Monday
through Friday (local time) and on-call support for urgent situations on
non-prime-time hours, weekends and holidays.Communications, research, testing,
documentation, project management and
trouble-shooting MINIMUM REQUIREMENTS AND
QUALIFICATIONS Bachelor’s degree in computer science or an
engineering discipline, or equivalent work experience5+ years of IT Infrastructure support
experience, Client experience preferredExcellent verbal and written communication
skills, especially in EnglishAdditional language skills preferred, but not
requiredStrong problem solving and customer service
skillsStrong knowledge
of: 
Operating Systems
(Microsoft)Windows 7 – requiredNetwork Connectivity (TCP/IP, LAN/WAN) –
requiredRemote Connectivity/SSL/VPNPrinting – queue setup, NW troubleshooting
required, HP hardware knowledge preferredSoftware distribution/SCCM (basic knowledge
required)ApplicationsMS Office Products, including Office
2013/O365Microsoft SCEP/Windows
FirewallVirtual desktop infrastructure and/or
CitrixFamiliarity with the following is
desirable:SAP R/3 ERP
applicationsUC4 batch schedulingSolarwinds Network
monitoring Excellent interpersonal skills with the
ability and willingness to participate in, and contribute to, a team
environment, including pager coverageSelf-motivated, self-starter