Technical Support Specialist
4 days ago
Job Overview
We are seeking a highly skilled Technical Support Specialist to join our team at WATG in Singapore. As a key member of our IT department, you will be responsible for providing technical support and maintenance for our hardware, software, and systems.
About WATG
WATG is the world's preeminent destination and hospitality design firm, with over 77 years of experience and nearly 400 creative professionals located globally. Our approach to design applies a hospitality ethos to developments of all shapes and sizes, from initial feasibility studies to the finishing touches. We operate as an integrated, multidisciplinary practice globally and specialize in hospitality, gaming + entertainment, urban + mixed-use, and high-end residential design.
About the Role
The Technical Support Specialist will be responsible for monitoring our help desk ticketing system and interacting regularly with the Service Desk team and employees. This position will also process documentation, change management, and ensure tickets are promptly resolved.
Responsibilities
- Provide technical support across WATG, encompassing all manner of technology with an emphasis on excellent customer support
- Use the WATG Help Desk Ticketing system to manage issues and monitor and resolve help desk issues, including troubleshooting hardware and software and providing follow-through until their successful resolution
- Enhance service levels and help desk processes where appropriate
- Orient new employees to the general IT environment
- Promote and assist with training on WATG technology initiatives
- Carry out tasks with minimal site disruptions and supervision
- Coordinate external service calls when necessary
- Provide escalation support for members of the Service Desk team
- Interact with various IT personnel to integrate infrastructure technologies
- Actively contribute and assist with knowledge base administration and work with other technology staff to populate and maintain the WATG Knowledge Base
Requirements
- Associate degree or equivalent experience required; Bachelor's degree desired
- 7+ years of technical IT help desk support experience in small-to-mid-size companies
- Problem-solving and analytical skills with proven ability to troubleshoot and resolve technical issues, both hardware and software-related
- Experience mentoring and coaching junior technical staff
- Extensive knowledge of Microsoft Windows OS, Microsoft Office, and iOS
- Extensive knowledge of Windows Server OS, VMware ESXi, Active Directory, and LAN/WAN networks
- Experience managing and maintaining Windows Server environments such as Exchange, WSUS, SCCM, WDS, Veaam, iSCSI SAN, VMware, wireless mobility devices, printers/plotters, and office productivity and graphics software applications
- Excellent written and verbal communication skills
- Exceptional listening and presentation skills to efficiently communicate complex technical concepts to end users
- Adept problem-solving skills
- Professional certifications preferred (e.g., MCSE, MCSA, CCNA)
- Ability to work independently, share information globally, and assist others with their assignments
- May need to lift and carry up to 40 pounds
- Proficiency in Mandarin is preferred
Salary Information
The estimated annual salary for this position is $80,000 - $110,000, depending on experience and qualifications.
Benefits
WATG offers a comprehensive benefits package, including health insurance, retirement savings, and paid time off.
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