Job Description

Responsibilities:

• To provide IT service support for end user endpoint(Laptops, Mobile Devices, Video Conference System) for Offices outside Singapore
• Correctly diagnose software and hardware faults and liaise with 3rd party engineers
• Incidents should be carried out within reasonable time scales and monitored to resolution
• Identify major support incidents and liaise with support teams, following the Major Incident process
• Build and support laptops, desktops, printers and mobile devices
• To escalate support issues in order that they may be resolved within reasonable time scales
• To perform technical support functions via phone, remote connection
• Log ticket in the Service Desk management tool to ensure incidents and requests are managed in a timely manner and escalated using the correct procedures. Close tickets when a satisfactory resolution has been achieved
• Assist with user account management and administration i.e. new hires/leavers etc
• Administer IT asset inventories, ensuring records are kept fully up to date
• Produce and maintain technical documentation and articles for the knowledge base
• Participate in IT projects, implementation and roll outs as required

• Degree or Diploma in IT field
• Minimum 3 years’ relevant experience
• Technical knowledge of supporting Windows 10 in a networked environment
• Experience of working in a Microsoft Active Directory and Exchange environment
• Detailed knowledge of the Microsoft Office 365 suite including installing, configuring and support within a network environment
• Understanding of networking technologies (wired and wireless)
• Knowledge of remote working technologies – Citrix, VPN and 2 factor Administration
• Mobile Device support and administration using MDM
• Experience supporting VDI environments
• PC and Laptop configuration
• Configuration, analysis and diagnostics of PC, Printer and Laptop faults.
• Familiarity with HP PC hardware, HP Laptops, Laser printers and multifunction devices
• Experienced supporting Video Conferencing Systems and Solutions
• Good to have - ITIL V3/V4 certified