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Desktop Support

4 months ago

Singapore NTT SINGAPORE PTE. LTD. Full time
Roles & Responsibilities

Job Summary

The Managed Services Cross Technology Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Managed Services Cross Technology Engineer (L1) focuses on first-line support for standard and low complexity incidents and service requests. This role focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.

This role may also contribute to / support on project work as and when required.

Job Description

Key Roles and Responsibilities:


· Requires to support VIP users based on the priority

· Monitors client infrastructure and solutions

· Identifies problems and errors prior to or when they occur

· Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction

· Investigates first line incidents assigned and identifies the root cause of incidents and problems

· Provides telephonic or chat support to clients when required

· Schedules maintenance activity windows for patching and configuration changes

· Follows the required handover procedures for shift changes to ensure service continuity

· Reports and escalates incidents where necessary

· Ensures the efficient and comprehensive resolutions of incidents and requests

· Updates existing knowledge articles or create new ones

· Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities

· May also contribute to / support on project work as and when required

· May work on implementing and delivering Disaster Recovery functions and tests


Knowledge, Skills and Attributes:

· Ability to communicate and work across different cultures and social groups

· Ability to plan activities and projects well in advance, and takes into account possible changing circumstances

· Ability to maintain a positive outlook at work

· Ability to work well in a pressurized environment

· Ability to work hard and put in longer hours when it is necessary

· Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting

· Ability to adapt to changing circumstances

· Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey


Academic Qualifications and Certifications:

· Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)

· Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)


Required Experience:

· Experience in supporting VIP users

· Entry-level experience with troubleshooting and providing the support required in security / network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organisation

· Basic knowledge of ITIL processes


Tell employers what skills you have

Outlook
Managed Services
Troubleshooting
ICT
Hardware
Process Improvement
Outsourcing
VIP
Administration
Service Level
Networking
Windows
ITIL
Disaster Recovery