[ref. t37763118] IT Support Engineer - Toa Payoh

It is a semi-regional role, with approximately 30-50% of duties focused on providing user support across multiple time zones in Asia.

The primary responsibilities of this role include supporting end users, Level 1 support for IT infrastructure, network, and cybersecurity. The candidate is expected to work with IT support engineers from the regional and headquarter teams and will receive mentorship and guidance while performing tasks outlined in the areas of responsibility.

As part of the Singapore IT team, the successful candidate will have to perform the following tasks as needed:

Job Scope:

End User Computing Support

Troubleshooting and Issue Resolution:

• Diagnose and resolve hardware, software, network, and other technical issues for end users, providing timely solutions through remote or on-site support as needed.

Helpdesk Support:

• Act as the primary contact for technical assistance, responding to support requests via phone, email, or ticketing systems. Log, track, and prioritize tickets to meet SLAs.

Software and Hardware Installation:

• Assist with software installation, upgrades, and configurations, and troubleshoot hardware devices to ensure proper setup and functionality.

System Maintenance and Monitoring:

• Liaise with L2 support engineers for maintenance tasks like updates, patches, and backups. Monitor system performance, identify issues, and implement preventive measures.

Account and Access Management:

• Manage user accounts, permissions, and access rights. Assist with password resets and access requests, ensuring compliance with security policies.

Incident Management:

• Follow incident management processes to address critical incidents, restore services, and document incidents for future reference.

User Satisfaction and Feedback:

• Provide excellent customer service, gather user feedback, and propose improvements to enhance support services.

User Onboarding and Offboarding:

• Coordinate and execute IT setups for new hires, including account creation, hardware allocation, and software access. Ensure secure and complete deactivation of accounts and retrieval of IT assets during offboarding.

IT Network Maintenance and Support

Network Troubleshooting:

• Provide L1 support to diagnose and resolve network issues. Investigate connectivity problems, configuration errors, and performance issues promptly. Escalation and resolving the issues with L2 network engineer may be required.

Network Configuration and Maintenance:

• Configure and maintain routers, switches, firewalls, and access points. Perform routine maintenance, updates, patches, and firmware upgrades.

Network Security Support:

• Implement and maintain security measures. Configure firewalls, IDS/IPS, and VPNs to secure network traffic. Monitor and respond to security incidents.

Network User Support:

• Provide technical assistance for network issues. Respond to support requests, troubleshoot connectivity problems, assist with network software, and offer usage guidance.

IT Infrastructure Maintenance and Support

System and Network Administration:

• Manage virtual machines, network devices, and infrastructure in a cloud environment.

Troubleshooting and Issue Resolution:

• Diagnose and resolve hardware, software, and network issues. Provide technical support, troubleshoot problems, and escalate issues as needed.

Incident and Problem Management:

• Participate in incident management, document and track incidents, prioritize based on severity, and work towards resolution. Identify root causes of recurring issues and implement preventive measures.

System Maintenance and Upgrades:

• Perform routine maintenance like updates, patches, and upgrades for servers and network devices. Schedule maintenance to minimize user disruption while ensuring stability and security.

Backup and Disaster Recovery:

• Manage data backup processes, verify backup integrity, perform restores, and contribute to disaster recovery planning and testing. Collaborate with teams on recovery strategies.

IT Asset Management:

• Maintain inventory of hardware and software assets, track allocation, monitor license compliance, and manage procurement. Ensure proper documentation for all IT assets.

Desirable Skillset/Knowledge:

• Experience in end user computing support is desirable
• Experience in IT infrastructure maintenance and support is desirable
• Experience in IT network maintenance and support is desirable
• Experience in support on Microsoft O365 suite is desirable
• Certification in ITIL v4 is desirable

Requirements:

• A diploma in computer science, information systems or equivalent
• Needs to have a high level of motivation
• Needs to be independent and a good team player
• Strong written & verbal communication skills are essential
• Ability to speak fluent English is essential