Job Description

1 Opening
Singapore

Role description

Role Proficiency:



Resolve L1 Incident and service requests within agreed SLA



Outcomes:



1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated troubleshooting instructions and process changes3) Mentor new team members in understanding customer infrastructure and processes4) Perform analysis for driving incident reduction5) Resolve L1 incidents and service requests


Measures of Outcomes:



1) SLA Adherence2) Compliance towards runbook based troubleshooting process3) Time bound elevations and routing of tickets - OLA Adherence4) Schedule Adherence in managing ticket backlogs5) # of NCs in internal/external audits6) Number of KB changes suggested7) Production readiness of new joiners within agreed timeline by one-on-one mentorship8) % Completion of all mandatory training requirements9) Number of tickets reduced by analysis 10) Number of installation SR handled for endpoints / change tasks completed for infrastructure 11) Number of L1 tickets closed


Outputs Expected:



Monitoring:



Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere.

Repetitive analysis for finding high ticket generating Cis. Adhere to ITIL best practices



Runbook Reference/Change:



Follow runbook for troubleshooting
record troubleshooting steps and provide inputs for runbook changes.




Escalation/Elevation/Routing of tickets:



Escalate within organization/customer peer in case of resolution delay.

Understand OLA between delivery layers (L1
L2

L3 etc)

adhere to OLA

route the tickets to relevant queue

initiate intimation respective teams/customer based on defiled process.




Tickets Backlog/Resolution:



Follow up on tickets based on agreed timelines
manage ticket backlogs/last activity as per defined process.


Resolve incidents and SRs within agreed timelines. Execute change tasks for infrastructure.



Collaboration:



Collaborate with different towers of delivery for ticket resolution (within SLA)
document learnings for self-reference.


Close/resole L1 tickets with help from respective tower.

Actively participate in team/organization-wide initiatives.



Installation:



Install software software/tools and patches



Stakeholder Management:



Lead the customer and vendor calls.

Organize meetings with different stake holders. Participate in RCA meetings.



Process Adherence:



Thorough understanding of organization and customer defined process.

Consult with mentor when in doubt.

Adherence to defined processes.

Adhere to organization' s policies and business conduct.



Training:



On time completion of all mandatory training requirements of organization and customer.

Provide On floor training and one-on-one mentorship for new joiners.



Performance Management:



Update FAST Goals in NorthStar
track

report and seek continues feedback from peers and manager.


Set goals and provide feedback for mentees.

Assist new team members to understand the customer environment.


Skill Examples:



1) Good communication skills (Written verbal and email etiquette) to interact with different teams and customers2) Networking:a. Good in Monitoring tools and Device back up schedulingb. Basic DHCP and DNS configuration in routers and switchesc. Basic troubleshooting skills in 'show ip route' 'sh mac address-table' etcd. Static and dynamic IP routing protocols basics3) Server:a. Basic to intermediate powershell / BASH/Python scripting skillsb. Manual patch of QA serverc. Analyse space s from a server and engage Capacity Mgmt. team for disc expansion4) Storage and Back upa. Ability to handle Storage and Backup issues independentlyb. Ability to handle Vendor management Device management Storage array managementc. Perform Hardware upgrades firmware upgrades Vulnerability remediationd. Ticket analysis Storage and backup Performance management various trouble shootings5) Database:a. Patching and upgrading the DB server and application toolsb. Tweak queries making them run as fast as possiblec. Logical and Physical Schema design (indexing constraints partitioning etc.)d. Ability to visualize debug the end-to-end flow of business transaction model and applicationse. DB migration export/import


Knowledge Examples:



1) Fair understanding of customer infrastructure ability to co-relate failures



2) Monitoring knowledge in infrastructure tools3) Networkinga. IP addressing and Subnetting knowledgeb. Preferably certified in Cisco's basic certification trackc. IOS upgradation knowledge and IOS patching knowledge4) Servera. Intermediate level knowledge in active directory DNS DHCP DFS IIS patch managementb. Strong knowledge in backup tools such as Veritas/Commvault/Windows backup storage concepts etcc. Strong Virtualization and basic cloud knowledged. AD group policy management group policy tools and troubleshooting GPO se. Basic AD object creation DNS concepts DHCP DFSf. Knowledge with tools like SCCM SCOM administration5) Storage and Backupa. In depth knowledge in Storage & Backup technology Storage allocation and reclamation Backup policy creation and managementb. Strong knowledge in server Network and virtualization technologies6) Toola. Knowledge in Infrastructure and application technologiesb. Understanding of monitoring concepts and processc. Understanding of key network monitoring protocols including SNMP NetFlow WMI syslog etcd. Knowledge in administration of tools like SCOM Solarwinds CA UIM Nagios ServiceNow etc7) Monitoringa. Good understanding of networking concepts and protocolsb. Knowledge in Server backup storage technologiesc. Desirable to have knowledge in SQL scriptingd. Knowledge in ITIL process8) Database:a. Knowledge of Database security9) Quality Analysisa. Exposure to FMEA audit practicesb. Exposure to technology/processes as per audit requirements.10) Working knowledge of MS Excel Word PPT Outlook etc.


Additional Comments:



Deskside Support Engineer The Deskside Support Engineer (DSE) ensures that client employees remain productive by providing on-site support for hardware, software, applications, installations and mobile devices while ensuring a positive employee experience. They will act as the "face of IT" for the client and offer a personalized experience to the client end-user. They can build upon a positive culture at the client location and are well versed and educated advocates of improving the end-user's IT support experience. To build a quality end-user experience, the DSE partners with client management and their vendors daily. Primary responsibilities: o End-user facing expertise in providing support for hardware and software issues within end-user computer systems (MAC 70% and PC 30%) to include desktops, laptops, printers and mobile apps o Advanced knowledge and training in configuration, installation and troubleshooting desktops (MAC and PC), laptops, printers and mobile applications o Responds to end-user product related questions for all supported hardware, software and applications o Understands and maintains/outperforms service levels established o Analyzes problems to identify problem area(s) and provide corrective action, recommending solutions to client application and account related issues o Understands working on ServiceNow ticketing tool. Additional Knowledge & Skills: o Maintain all necessary certifications to perform required responsibilities in support of specific computer networks, hardware, software and applications being supported o A+ and Network+ Preferred at minimum o Basic knowledge of networking, Airwatch, SCCM and Cisco routers and switches o The ability to multi-task and handle ever changing priorities o Willingness to learn new skills and work outside of your comfort zone with the end-user community o Ability to manage individual tasks that may require cross departmental communication and collaboration Minimum Requirements: o 2+ years in a customer facing deskside support/end user computing role o Bachelor's Degree in Management Information Systems or Information Technology or equivalent experience required o Must have excellent communication skills, positive attitude and be engaging with end-users o Must be flexible and able to work various shifts to include weekends if needed (not expected) o Experience with MAC, Microsoft OS and Microsoft Office applications o Experience with problem solving in a support-oriented environment o Exceptional soft skills and troubleshooting skills o Team player, good communicator, self-directed work style and ability to multi-task

Skills

Windows Services,Desktop Support,Mac

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact--touching billions of lives in the process.