Support Services Specialist

2 weeks ago


Singapore ADEMCO (FAR EAST) PTE LTD Full time

Job Summary:


We are seeking a talented Support Services Specialist (SSS) to join our team in the 24x7 Central Monitoring Command Center.

As a Support Services Specialist, you will be responsible for providing technical support to our external customers, monitoring system health, and following established processes.

This position follows a 5-day shift work schedule.

Responsibilities:

  • Monitor and maintain the performance, availability of systems, proactively identifying and resolving issues to minimize downtime.
  • Follow established procedures and processes for incident management, fault reporting, change management, and problem resolution, ensuring adherence to service level agreements (SLAs) and customer expectations.
  • Collaborate with crossfunctional teams, including developers, technicians, engineers, and customer support representatives, to respond, troubleshoot and resolve technical issues.
  • Document all incidents, service requests, and resolutions accurately in the ticketing system, ensuring comprehensive records are maintained.
  • Regularly review and update technical documentation, reports, knowledge base articles, and standard operating procedures to facilitate efficient and consistent support delivery.
  • Participate in regular team meetings, sharing insights and contributing to process improvement initiatives.
  • Stay uptodate via internal learning portal, trainings, and selflearning

Requirements:

  • Technical education in a relevant field (Electronic Security Systems, Computer Science, Information Technology, etc.) or equivalent practical experience.
  • Minimum of 2 years of experience in technical support, network and systems administration or a related role, preferably in a command center or NOC environment.
  • Strong understanding of networking principles, protocols, and technologies, including TCP/IP, DNS, DHCP, VPN, and routing.
  • Proficiency in administering and troubleshooting Linux/Unix and Windows operating systems.
  • Excellent problemsolving skills and the ability to analyze and resolve technical issues efficiently.
  • Strong process orientation with a focus on adhering to established procedures and standards.
  • Effective communication skills, both verbal and written, with the ability to explain technical concepts to nontechnical customers.
  • Customercentric mindset with a passion for delivering exceptional service.
We offer a competitive salary and benefits package, along with opportunities for professional development and growth.

If you are a motivated and process-driven individual with a strong background in network and systems administration, and enjoy working in a dynamic environment, we would love to hear from you.



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