Knowledge and Client Services Solutions Engineer

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Job Description:

Enterprise End-user Services (EES) organization of Broadcom Global IT is a technology forward organization constantly scanning the industry for new innovative solutions to implement. The team of highly motivated individuals do not shy away from exploring, testing and introducing leading edge technology that will both increase efficiencies and enhance end-user experiences. With Cloud First tenet as our guiding principles, Broadcom Global IT implements leading edge new technology and services that increases the effectiveness and efficiencies of the workforce.

The team is looking for an individual with strong IT client services skills (PC and Mac) who thrives on working in a global environment with a broad range of people including vendors, support personnel, and end users. This individual will join a team of dedicated Global IT members to deliver client services to Broadcom users. A degree in Information Technology or Engineering with a minimum of 3 years IT Support experience is desired.

This role will focus on developing, improving and standardizing client services solutions for PC imaging and site support (including on premise and remote locations). In addition, the role will require the individual to investigate creating technical solutions based on weekly/monthly trend analysis of client services issues reported to the Broadcom service desk.

Utilizing the experience gained in developing client services solutions, this individual will also be responsible for creating knowledge and self-help articles with a primary focus on client services solutions for the IT KnowledgeBase (KB) using the Broadcom ITSM tool (currently on the Wolken platform). 

This position is based in Singapore and will report directly to the Identity & Services Technology Sr. Manager.

Overall Required Skills/Attributes:

• Knowledge of the Broadcom standard PC Environment (training may be provided as required)

• Must understand and communicate difficult concepts and provide instructions in a clear and straightforward manner.

• Must be able to document work for effective future maintenance.

• Must be able to work and communicate effectively in a team environment, yet able to complete tasks individually.

• Must be able to establish and maintain protection of sensitive data and resources with appropriate safeguards in accordance with policy and legal requirements

• Must facilitate creation of appropriate records required for service continuity and performance evaluation.

• Ability to effectively deliver and meet the customer’s expectations

• Ability to work with Outsourced onshore and offshore partners to deliver resolutions

• Ability to meet targeted response time (SLA)

• Ability to work in a fast moving self-driven team with minimal supervision

• Effective communicator who can articulate to all levels

• Motivation, confidence and passion is a must including an eye for details and follow through

• Minimal supervision with the ability to prioritize and manage time if workload is high.

• Ability to work successfully in a fast-paced team environment.

• Team player.

• Enthusiastic and ready to chip in when needed.

• Experience in managing outsource partners is preferred.

• Prior employment in a company of similar size, culture and organization will be helpful.

• Prepared to work in a Global Team (evening/night time conference calls is a norm).

• Willing to put in extra hours during major projects. 

• Some travel required (anticipated <10%)

Client Services Knowledge Management - Responsibilities:

• Design and enforce standard template and formatting to be used across all knowledge articles.

• Introduce marketing strategies (with internal IT) to promote the use of Knowledge Base.

• Engage with knowledge contributors to ensure addition, changes and removal of articles in a timely manner. Knowledge contributors include the Service Managers, Support Teams, Process Managers or even End Users.

• Work closely with the Tools Team to optimize out-of-the-box features of the ITSM tool.

• Work closely with the Communications team and Internal Portal team to ensure the IT Knowledge Base is in-sync and integrates seamlessly with IT communications and IT Portal.

• Engage Information Security team to ensure published knowledge is within security guidelines.

• Plan and prepare Knowledge Base for M&A (Merger & Acquisition) changes (i.e. knowledge related to site moves, service transition, service retirement)

• Work with the Chatbot Services team to constantly review and improve gap areas in content to improve end-user self-service via chatbot.

Client Services Knowledge Management - Required Skills / Attributes:

• At least 2 years experience in Knowledge Management.

• Good command of written English.

• Excels in writing simple and concise instructions.

• High-level knowledge of all IT Services.

• Enjoys helping others help themselves.

• Capable of reviewing and enhancing articles written by others.

• Good interpersonal skills.

• Able to quickly understand new services/concepts.

• Experience working on the Wolken platform will be an added advantage.

• Base knowledge of chatbot services and how knowledge content is utilized by LLMs to provide chatbot answers.

Client Services Solutions Engineering - Responsibilities: 

• PC Client imaging:

  • Gain deep technical expertise in the Broadcom PC imaging solution

  • Work closely with vendors providing imaging development, management and maintenance

  • Manage image updates – image “recipe” and deployment/update schedule

  • Ensure image is tested on all Broadcom standard hardware models

  • Ensure image is deployed to the global site support staff and partners including performing necessary updates to imaging guides

  • Deep technical support for Broadcom Service Desk and global client support staff for PC hardware and imaging issues. 

  • Design and implement new deployment solution (like PXE boot) for PC imaging

• Gain deep technical understanding of the Broadcom Standard Client Hardware and Software support model and implement/improve solutions where possible.

• Perform weekly reviews of the service desk top ticket drivers in the client services area and identify and implement solutions where possible.

• Work with communications and webinars team to develop materials related to critical experience changes for users 

• Additional client services, projects and deliverables as assigned.

Client Services Solutions Engineering - Required Skills / Attributes:

• Strong knowledge of: 

  • DHCP & DNS

  • AD (Active Directory)

  • Wireless & Wireless Hotspots

  • Printers

  • Snooping/Virus

  • Dell Clients & peripherals

  • MacBook Air & MacBook Pros

  • Windows 11 and Apple OSX operating system

  • MS Outlook (limited transition support only)

  • Mobile devices (iPhone – iOS & Samsung Sx Android)

  • Symantec antivirus

  • Workspace One SW distribution

  • Windows patch updates

  • Broadcom Standard Browsers – Chrome, Firefox, IE & Safari

  • Windows Print

  • Client Network configuration – Client firewall, Wi-Fi and other system configurations

• Very helpful for Incumbent to have knowledge and experience with:

  • Broadcom Standard Clients support

  • Broadcom Collaboration Services – Google Enterprise Apps, BOX, Video, Zoom & Zoom Conference

  • Single-sign On (OKTA)

  • Experience with Broadcom Standard Office software & applications (ex: MS Office, Zoom client & Browsers – Chrome, Safari, Firefox, etc). 

Broadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.

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