Job Description

We\'re driven by a mission to make digital payments accessible to everyone, everywhere. With our innovative payment solutions, we empower businesses of all sizes to access new markets and connect with more customers. Our clients include some of the world\'s most innovative companies, such as Ant Group, PayPal, and Stripe, who depend on PPRO to accelerate their growth.

We take pride in our diversity, which comprises over 65 nationalities spread across 11 global locations, and while there are over 550 of us, we\'re all united by a shared a passion for building - whether that\'s trusted relationships with our customers, or next generation products that make payments simpler, faster, and more secure for everyone.

At PPRO, we believe that everyone can make a difference. We encourage our team members to seize opportunities to maximize their impact, adopt a growth mindset, build trust with each other and our customers, and drive change across the industry. We\'re just at the start of our journey to become the leading payments technology provider globally - and that\'s where you come in.

The Purpose:

At PPRO, an IT Service Desk Engineer is a proactive enthusiastic problem solver and contributes to the success of the team, he/she takes pride in the customer delight and the service provided. Our goal isn\'t just fixing problems, we endeavour to find new and better ways of enabling our Colleagues to do their best work.

You will support process issues without direct team involvement at a 95% positive satisfaction rate, working autonomously on more advanced break/fix issues, write and implement automations. You will be introducing and educating users on new services and tools and interfacing other engineering teams in order to contribute to the process of designing and shaping the enterprise OS environment.

You will take ownership of several internal team projects to drive those to completion and act as a subject matter expert in several technical domains taking responsibility for knowledge management and knowledge sharing with the team.

By prioritising practical and efficient solutions, you will be responsible in ensuring our collaboration platforms and tools are tailored to the unique needs of PPRO, while maintaining a cohesive support strategy that fosters an exceptional technology experience for our employees.

As a strong advocate for automation, you will apply your expertise in enabling efficient workflows to reduce manual effort and repetitive tasks.

What you\'ll do:

• Initially, you will spend time learning our internal processes and tools and then use your skills to discover the cause of reported Mac, PC, Linux, iOS, Android, Printing and Audio Visual issues and problems. This may involve solving individual issues in the short term, in a timely manner, while looking for opportunities to give automated fixes and solutions to ongoing and large-scale issues.
• Frequent and consistent collaboration with other teams and individuals over email, chat and video calls. Communicate with multiple stakeholders, particularly on technical subjects, adjusting to the audience.
• Assisting network and server operations to help maintain IT infrastructure.
• Analyse the kind of tickets received by the Service Desk team and build IT self help confluence pages and increase employee engagement on self troubleshooting.
• Highlight the knowledge gaps in trouble shooting and document the successful ways to troubleshoot to share with the team and for quicker resolutions in the future.
• Lead by example, both in technical expertise and best practices. Be a trusted guide and advisor for team members as well as other teams.
• Be part of a team that will take full operational responsibility for the services that you own, and potentially take part in an on-call rotation
• You help establish company wide technical standards and share best practices. Use the latest technologies to solve problems for our colleagues.

What you\'ll need to have:

• 2+ years of experience in a Service Desk environment or worked as a Service Desk engineer.
• A degree in IT or an apprenticeship in the same field with relevant professional experience.
• Ability to support and collaborate with colleagues based globally.
• Experience in a multi-cloud environment is beneficial.
• Prior experience of working on Atlassian IT Service Management solution is helpful.
• Results-orientation, collaborative, pragmatic, and with a continuous improvement mindset
• Great problem solving abilities
• Working proficiency in English

What\'s in it for you ?:

Hybrid working - We offer flexible working, so you can strike the right balance between office and home working. In addition to our 25-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year

Insurance - Because better safe than sorry - we want our employees to benefit from various insurances including medical Insurance, life insurance and travel insurance.

Gym membership - PPRO helps cover the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet.

Professional and personal development - We provide leadership cafes, on-the-job

training, and access to LinkedIn learning to help you gain knowledge beyond your role.

Mental Health Platform - We\'ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.

Our office is located within the Central Business District and walking distance to 2 nearest train stations, and surrounded by an array of bars, restaurants and food centres. What you can expect in this charming shophouse office unit is an open office layout to facilitate cross team collaborations. Ergonomic desks and chairs, meeting rooms with video conference equipment set up, and phone booths. Expect a well stocked pantry and shower amenities.

PPRO