Job Description

KnowBe4, Inc. is the provider of the world's largest security awareness training and simulated phishing platform. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day. Tens of thousands of organizations worldwide use KnowBe4's platform to mobilize their end users as a last line of defense and enable them to make better security decisions, every day.

We have ranked a best place to work for women, millennials, and in technology nationwide by Fortune Magazine as well as #1 or #2 in The Tampa Bay Top Workplaces Survey for the last six years. Please submit your resume in English. To learn more about our team and office culture in Singapore, visit the following links.
Careers Page: https://www.knowbe4.com/careers/locations/singapore
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-Singapore-Location-EI_IE969384.0,7_IL.8,17_IC3235921.htm The IT Support Engineer will focus on the support of desktop and laptop systems, including break/fix service, operating system and application loading, application configurations and user settings and desktop administrative duties while assisting in these support issues globally. In particular, this position will handle level 1 & 2 type tickets and issues. Responsibilities:

• Work collaboratively with Business, IT Operations and IT Applications teams to quickly resolve desktop issues, set up and maintain desktop configurations and keep desktops/laptops current with the latest patches and updates.
• Resolve incident tickets assigned via the Incident Management System
• Monitor the ticketing queue to prioritize, allocate and ensure timely resolution of incident tickets
• Interface directly with partner teams to define application purpose, hardware/application dependencies, support standards, including testing strategy, response requirements and escalation points.
• Follow best practices for desktop support with a focus on continuous improvement
• Perform hardware & software installs, desk moves and changes as required.
• Apply troubleshooting and problem-solving skills to guide and assist the user community on issues related to design, development and deployment of desktop hardware and desktop applications.
• Collaborate with application project teams by participating in project UAT testing for desktop dependencies
• Work alongside IT Leadership for continuous improvement of customer satisfaction
• Troubleshoot all desktop and peripheral support issues, including both hardware and software
• Execute G-suite administration, including folder permissions and group policy
• Administer and troubleshoot company desk phones and mobile devices
• Execute service desk goals, priorities, escalations, volumes, aged tickets, service level agreement and other associated
  processes and metrics

• Project Tasks completed
• Team SLA of Tickets
• Team Customer Satisfaction
• A+ Certification
• Strong understanding of IT best practices and standards
• Ability to multitask and prioritize
• Strong customer service and orientation in execution
• Excellent verbal, written and relationship skills used to interact with a global group of technical and non-technical people.
• Work for extended time at keyboard/terminal
• Maintain effective working relationships with supervisor and coworkers
• Work flexible hours, including weekends and evenings
• Strong work ethic and emphasis on attention to details.
• Ability to operate effectively in a team environment with both technical and non-technical team members.
• Ability to manage time effectively and set priorities appropriately in a dynamic, time-sensitive environment.
• Results driven and time management skills
• Strong interpersonal and listening skills
• Strong organizational and problem-solving skills
• Ability to handle confidential matters with discretion