IT Engineer (Sembawang)

The ideal candidate is proactive, adaptable, and skilled in troubleshooting hardware, software, and network issues while ensuring operational efficiency.

Key Responsibilities:

L1 Support (Frontline User Support):

• Respond to end-user tickets via Freshdesk, resolving issues with Dell PCs, MacBook Pro, iPads, Windows (10/11 Pro), macOS, and applications such as Microsoft 365, Zoom, Teams, and Google Chrome.
• Troubleshoot basic hardware, software, and connectivity issues, including NEC phone systems, Hikvision CCTV, Fujifilm copiers, and Sonos speakers.
• Provide remote assistance using TeamViewer and AnyDesk for tasks like password resets, Microsoft 365 email setup (including POP3), and Sophos Connect SSL VPN configuration.
• Educate users on tools like SharePoint Online and best practices for secure application use.

L2 Support (Advanced Technical Support):

• Handle escalated issues for Dell physical servers, Hyper-V VMs (~10), Synology NAS, and network infrastructure (Aruba InstantOn switches, Ruckus wireless, Sophos XGS/FortiGate firewalls).
• Diagnose and resolve complex issues on Windows Server (2016/2019/2022) and Linux, ensuring system stability.
• Configure and troubleshoot site-to-site IPsec VPNs, SSL VPNs, and network connectivity.
• Perform root cause analysis for recurring issues and document solutions in Freshdesk to enhance team knowledge base.

System Administration:

• Manage Active Directory, Group Policies, and Hyper-V virtualization environments for optimal performance.
• Administer Synology NAS, Veeam Backup & Replication 12, Backblaze, and Synology Active Backup for Business (ABB) for server and PC backups.
• Deploy patches using Action1 and maintain security with Sophos antivirus across endpoints.
• Monitor network and system performance using Zabbix, ensuring uptime and proactive issue resolution.
• Project and Asset Management:
• Assist in deploying new hardware (e.g., Dell servers, Sophos/FortiGate firewalls) and software upgrades (e.g., Microsoft 365, SharePoint Online).
• Track IT assets using SnipeIT and contribute to disaster recovery planning and testing with Veeam/Backblaze.
• Compliance and Security:
• Ensure compliance with organizational security policies and industry standards, maintaining Sophos antivirus, firewall configurations, and secure access to VPNs and email services.
• Monitor for security issues using Zabbix and Sophos tools, reporting and addressing potential threats promptly.
• Any other ad-hoc duties as assigned by supervisor

Qualifications:

• Education: Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Experience:
• 3-5 years in IT support, with experience in both L1(end-user support) and L2 (system/network administration) roles.
• Hands-on experience with Hyper-V, Windows Server, Linux, Sophos/FortiGate firewalls, and Microsoft 365.
• Familiarity with backup solutions (Veeam, Synology ABB) and network monitoring (Zabbix).
• Technical Skills:
• Proficiency in managing Hyper-V, Active Directory, SQL Server 2019, and mixed Windows/macOS environments.
• Knowledge of networking (TCP/IP, VLANs, VPNs) and devices (Aruba, Ruckus, Sophos XGS, FortiGate).
• Experience with backup tools (Veeam, Backblaze) and helpdesk systems (Freshdesk).
• Basic scripting skills (PowerShell, Bash) are a plus.
• Certifications (Preferred): CompTIA A+, Network+, Microsoft Certified: Azure Fundamentals, Sophos Certified Engineer, or equivalent.

Soft Skills:

• Excellent problem-solving and customer service skills for diverse technical and non-technical audiences.
• Strong communication and ability to prioritize tasks in a fast-paced environment.
• Team-oriented with the ability to work independently when needed.

Working Conditions:

• Occasional on-call availability for critical issues, such as server outages or network disruptions.

Interested applicants, please email your resume to Andre Chua Jing Ming

EA Licence No: 99C4599

Recruit Express Pte Ltd