End User Services Engineer (IT Support)

About Amplify Health

Who We Are

Amplify Health is Asia's leading health technology and analytics organisation, providing our customers with integrated solutions to make healthcare more accessible, affordable and effective across the region.

We offer a unique B2B business model and integrated stack of SaaS-based products, PaaS-based HealthTech launchpad and DaaS-based on-demand data offerings to deliver impact to our customers across the healthcare value-chain.

Our joint-venture partners, AIA and Discovery, have provided us with the foundations and a platform that truly differentiates us from our competitors and allows us to build and deploy products at a scale and quality that few can match.

We aim to be the trusted custodian of Asia's largest repository of health data, unifying financial, clinical, operational and behavioural data to empower our customers with insights that highlight opportunities to deliver better value and care outcomes.

Our Vision and Ambition

To build the leading healthcare AI and platform services company in Asia that transforms the delivery of health and wellness for patients and communities by combining and leveraging the distinctive and complementary assets and strengths of AIA and Discovery.

Amplify Health will simplify access to health data and AI Innovation to accelerate distinct and disruptive healthcare value insights and resulting improvements in health outcomes through value-based care, personalised care plans and aligning individuals lifestyle/ behavioural choices.

By 2028, Amplify Health will have in place one of Asia's strongest health-tech and AI capabilities; a comprehensive, integrated health technology stack supported by precision insights derived from proprietary data pools.

How you would make a difference

• Excellence in communication and monitor the level of service delivery
• Showcase level of expertise by providing satisfactory explanations and solution to executive technology questions and issues
• Keep clear records of all activities in the Technology Support team and present them to management upon request for evaluation
• Strong knowledge on the front-end operation of M365, Edge Browser / MS Teams / MacOS / IOS & Android
• Familiar with collaboration tools (MS Teams, Zoom)
• Maintain a world class services for Technology Support with high level end user satisfaction
• Take measures of user's expectation to control all effects that may arise from user's technology problems and complaints to avoid escalation
• Develop strategies to tackle issues to have a backup plan where a particular strategy might not be effective
• Deliver operational on-site and remote support for online events, such as large-scale video conference, online presentation, and webinars
• Maintaining and troubleshooting audio, video, lighting, and other related equipment

What you need to be successful

• Work Independently
• Previous executive technologies support experience for at least 5 years
• Experienced in handling executive technology request, capable in ensuring user satisfaction through accurate troubleshooting
• Attainment of objectives and adherence to deadlines and procedures of works
• Full technical capability in responsible areas
• Problem solving skills
• Effective communication skills
• Good business knowledge
• Technical training techniques

Communication Requirements:

Internal (80%)

This position will communicate with departments in Group Office, including IT, Compliance and IT Finance, etc. The position requires communicating effectively with working level people as well as department heads.

External (20%)

This position will communicate with vendors over product selection, delivering solutions, exploring solutions to meet business demand, and troubleshooting, etc.

Common Requirement

• Develop internal networks and maintain excellent relationships with colleagues across AIA
• Engage stakeholders in both Group Office and LBU effectively
• Exceptional interpersonal skills and able to gain confidence and respect of senior level executives
• Relay and gain acceptance of complex technical solutions to all types of audiences
• Listen, challenge with empathy, decide and execute
• Express complex issues and opportunities in clear and simple terms
• Excellent written and verbal communication skills in English

The above statements are intended to describe the general nature and level of work being performed by incumbent assigned to the job. They are not intended to be an all-encompassing list of all responsibilities, duties and skills required of incumbent so classified. Reasonable accommodations to essential functions of the job will be made if appropriate.