Technical Support Specialist

5 days ago

Singapore RAYTON SOLUTIONS PTE. LTD. Full time
System Administrator

We are seeking a highly skilled and experienced Technical Support Specialist - IT Service Desk to join our team at RAYTON SOLUTIONS PTE. LTD.

Company Overview
Our company is a leading provider of innovative solutions and services, committed to delivering exceptional results and exceeding customer expectations.

Salary and Benefits
The successful candidate can expect a competitive salary ranging from $2,200 to $4,000 per month, commensurate with experience. In addition, we offer a comprehensive benefits package, including health insurance, retirement plans, and paid time off.

Job Description
Roles & Responsibilities
We are looking for a skilled technical support specialist to provide high-quality IT service desk support to our clients. The successful candidate will be responsible for:
  • Providing L1 and L2 on-site/remote IT support and fulfilling service requests for employees in all locations.
  • Performing asset tracking of all corporate devices (from purchase to disposal).
  • Being responsible for end-to-end process for all new tickets in the ESM tool, incoming phone calls, Teams messaging to the Service Desk, including but not limited to providing first call resolution, logging of ticket, escalation of ticket, regular following up with users and tracking the closure of tickets within agreed SLA.
  • Utilizing ESM tools (e.g., ServiceNow) to manage all ESM tickets, adhering to response and resolution times based on ticket severity and document key actions within the ticket accurately.
  • Supporting the Team Lead in providing dedicated support for approximately 200 VIP users and being available for after-hours VIP (VP and above) support. Advanced notice will be provided by EDX team.
  • Providing CLIENT employees with information and support related to CLIENT's corporate systems. Providing guidance to employees on how to perform self-service support and Service Desk's available modes of support.
  • Monitoring the health of corporate systems and escalating abnormalities to the Team Lead.
  • Escalating any company-wide incidents (disruptions or outages in CLIENT's corporate systems) to the Team Lead.
  • Assisting in implementing service improvement plans approved by the EDX team.
  • Adhering to ITIL processes and frameworks, ensuring best practices in IT service management.
  • Adhering to established processes and best practices within the IT Service Desk playbook.
  • Referencing the solutions/knowledge in the IT Service Desk playbook for reference and to facilitate self-service troubleshooting by CLIENT users.
  • Contributing to a positive team environment and embracing a culture of excellent customer service and continuous improvement.
  • Continuously updating skills and knowledge to stay current with industry trends and technologies.

Requirements and Qualifications
The ideal candidate will possess:
  • A minimum of 2 years of experience in a service desk or technical support role, with exposure to a variety of devices and applications in a corporate environment.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and analytical skills.
  • Ability to work independently and collaboratively within a team.
  • Strong time management and multitasking skills.
  • A high level of customer service orientation.
  • Able to take ownership of assigned tickets and actively seek solutions to resolve the ticket.
  • Able to work in a fast-paced environment and work under pressure.

What You'll Bring
You will bring your passion for delivering exceptional customer service and your commitment to staying up-to-date with industry trends and technologies. Your strong technical skills and ability to work effectively in a team will enable you to succeed in this role.

About Us
RAYTON SOLUTIONS PTE. LTD. is a leading provider of innovative solutions and services. We are committed to delivering exceptional results and exceeding customer expectations.

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