Technical Support Specialist

2 months ago

Singapur, Singapore Publicis Re:Sources Global Full time

Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Publicis Re:Sources Global. As a key member of our IT department, you will be responsible for providing top-notch technical support to our end-users, ensuring that they have a seamless and efficient experience.

Key Responsibilities

  • Provide first-level technical support for all IT-related matters, including desktop services, network and wireless infrastructure, file and print services, applications, and messaging.
  • Assist with the implementation of IT initiatives and projects aligned with our company strategy.
  • Work closely with our local and regional IT teams to ensure effective communication and collaboration.
  • Identify, analyze, troubleshoot, and resolve IT incidents and service requests within specified SLA timeframes.
  • Ensure adherence to operational and change management processes and procedures.
  • Manage customer expectations through regular and effective communication and updates.
  • Escalate severe incidents to the Country IT Manager/Team Lead and/or relevant regional functional lead.
  • Provide customer induction and training as needed.
  • Perform routine operational and administrative duties, such as ID provisioning, access control, backup, and restore.
  • Assist and support Groupe initiatives and projects as required.
  • Work closely with the Global Solution Centre and other functional IT teams on day-to-day customer support matters.

Requirements

  • Basic to intermediate knowledge of computer hardware fundamentals.
  • Ability to repair and replace hardware components.
  • Basic to intermediate understanding of various software packages and utilities for diagnostic, repair, and technical issues.
  • Basic to intermediate knowledge of software troubleshooting skills.
  • Good working knowledge of how to navigate systems and create reports when required.

Attributes and Behaviours

  • Ability to analyze issues and provide solutions.
  • Ability to maintain an even temper and repeat and explain information as necessary.
  • Strong attention to detail and ability to see tasks through to completion.
  • Good communication skills (written and oral).
  • Independent, proactive, and resilient.
  • Well-organized with the ability to work with competing priorities and deliver within tight timeframes.
  • Ability to work in a team environment and share information with new staff.

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