IT Support Engineer/Lead
1 week ago
Role:IT Support Engineer/Lead
Work Location: Changi Airport T1 to T5
JD:
Provide L2 On-site/Remote IT Support and fulfill service requests for Client employees in all Client locations.
Asset Tracking: Track all corporate devices from purchase to disposal.
Ticket Management: Responsible for the end-to-end process of all new tickets in the ESM tool, including:First call resolution Logging of tickets Escalation of tickets Regular follow-ups with users Tracking ticket closure within agreed SLA
ESM Tools: Utilize tools like ServiceNow to manage all ESM tickets, adhering to response and resolution times based on ticket severity. Document key actions accurately.
VIP Support: Provide dedicated support for approximately 200 VIP users, including after-hours support for VP and above (with advance notice from the EDX team).
Corporate Systems Support: Provide CAG employees with information and support related to corporate systems and guide them on self-service support.
System Health Monitoring: Monitor corporate systems and escalate abnormalities to the Team Lead.
Incident Management: Escalate company-wide incidents (disruptions or outages) to the Team Lead.
Service Improvement Plans: Assist in implementing approved service improvement plans from the EDX team.
Adherence to ITIL Processes: Follow ITIL processes and frameworks to ensure best practices in IT service management.
IT Service Desk Playbook: Follow established processes and best practices within the IT Service Desk playbook, facilitating self-service troubleshooting.
Team Collaboration: Contribute to a positive team environment, embracing a culture of excellent customer service and continuous improvement.
Continuous Learning: Continuously update skills and knowledge to stay current with industry trends and technologies.
Education:
Degree in Computer Science, Information Technology, or a related field Diploma in Computer Science, Information Technology, or a related field (required).
Certifications: Preferred but not mandatory:
Microsoft 365 Certified: Endpoint Administrator Associate
Microsoft 365 Certified: Fundamentals
CCNA
ITIL 4 Foundation Certification
Technical Skills:
Windows OS: Proficiency in Active Directory, corporate networks, and troubleshooting for Windows laptops.
macOS/iOS: Expertise in macOS, iOS device management, and troubleshooting.
Microsoft 365: Strong proficiency in Microsoft 365 applications and services, including Microsoft Azure.
Endpoint Protection: Experience with web proxy, remote browser isolation, and endpoint detection & response solutions.
AV Solutions: Familiarity with meeting room video conferencing and AV solutions troubleshooting.
ESM Tools: Proficiency in using ESM tools like ServiceNow.
Experience:
At least 5 years of experience in a service desk or technical support role, with exposure to a variety of devices and applications in a corporate environment. Experience as a system engineer/system administrator in systems
Tell employers what skills you haveMacOS
Team Collaboration
Troubleshooting
CCNA
Asset Tracking
Laptops
Active Directory
Information Technology
Windows OS
Service Desk
Windows
ITIL
T1
Incident Management
Technical Support
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