Technical Support Specialist

2 days ago

Singapore RAYTON SOLUTIONS PTE. LTD. Full time
Job Title: Technical Support Specialist

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

About the Job

This is a full-time position that requires strong technical skills, excellent communication abilities, and a passion for delivering exceptional customer service.

About Us

RAYTON SOLUTIONS PTE. LTD. is a leading provider of innovative IT solutions and services. We pride ourselves on delivering high-quality support to our clients and are committed to excellence in everything we do.

Key Responsibilities
  • Provide L1 and L2 on-site / remote IT support and fulfill service requests for employees in all company locations.
  • Perform asset tracking of all corporate devices from purchase to disposal.
  • To be 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.
  • Utilize 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.
  • Support the Team Lead in providing dedicated support for approximately 200 VIP users and be available for after-hours VIP (VP and above) support. Advanced notice will be provided by EDX team.
Requirements
  • At least 2 years of experience in a service desk or technical support role providing L1 support, 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.
  • High level of customer service orientation.
  • Take ownership of assigned tickets and actively seek for solutions to resolve the ticket.
  • Ability to work in a fast-paced environment and work under pressure.
Preferred Qualifications
  • Nitec or Diploma in Computer Science, Information Technology, or a related field.
  • Certifications such as Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft 365 Certified: Fundamentals, CCNA, ITIL 4 Foundation Certification.
  • Proficiency with Windows OS, Active Directory, corporate network, and common hardware/software troubleshooting for Windows laptops.
  • Expertise in macOS, iOS device management and troubleshooting.
  • Strong proficiency in Microsoft 365 applications and service, as well as Microsoft Azure.
Salary

The estimated salary for this position is between $2200 to $4000 per month, depending on experience and qualifications.

Please note that the salary range is based on industry standards and may vary depending on individual circumstances.

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