Technical Support Specialist

4 weeks ago

Singapore ENNOVATEZ PTE. LTD. Full time

ENNOVATEZ PTE. LTD.

We are seeking a highly skilled Technical Support Specialist to join our team in Central, Singapore.

The estimated salary for this position is SGD 55,000 - 65,000 per annum.

Job Description

Overview

We are looking for an experienced IT professional to provide end-user computing, deskside support, and service desk support to the APAC region.

Key Responsibilities

  • Provide level 2 end-user computing support and have in-depth knowledge of Windows OS.
  • Familiar with hardware and software troubleshooting skills for PCs.
  • Perform break-fix and IMAC support for end-user deskside equipment.
  • Basic troubleshooting skills for iOS and Android devices.
  • Manage asset and peripherals inventory.
  • Knowledge of meeting room and AV equipment.
  • Provide smart hands support for networks and servers.
  • Familiar with service desk ticketing systems and processes.
  • Support VIP clients.
  • Contribute to change management, including reviewing new and implemented changes, chairing CAB meetings, maintaining dashboards, and preparing communications.
  • Lead incident management, including analyzing trends, incident workarounds, monitoring aged incidents.
  • Oversee major incident management, including communication, participating in the Incident Response Team, and managing suppliers.
  • Engage in problem management, including chairing problem meetings, managing active problems, and highlighting new problems.
  • Collaborate on release management, liaising with testers, vendors, tracking features, and defects.
  • Participate in service request management, documenting processes, analyzing trends, identifying service improvements, and working with teams to design new processes.
  • Pursue continual service improvement, identifying areas of improvement for effectiveness and efficiency.
  • Deliver service reporting.
  • Utilize ServiceNow to manage day-to-day tool operations, including working on incidents and requests.

Required Skills and Qualifications

  • Good knowledge of ITIL.
  • Familiarity with ServiceNow.
  • Proficiency in Microsoft suite, specifically SharePoint, Visio, and Excel.
  • Experience with automation.

Requirements

  • Diploma or Bachelor's degree in computer science, information technology, or relevant field.
  • Proven experience as a desktop support engineer or support technician.
  • At least 3 years of IT deskside support experience.
  • A good team player.
  • Excellent verbal and written communication skills, and ability to communicate with different audiences and write various document types.
  • Customer-centric and focused on service excellence.
  • Exceptional problem-solving and multitasking skills.
  • Working location: Central, Singapore.

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