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Technical Specialist

2 weeks ago

Singapore Mapletree Investments Pte Ltd Full time

**The Role**:
This position will be the technical specialist (IT Call Centre Support) providing phone and remote access support for business users in term of IT related issues and requests as well as password reset, account unlock, printers, mobile devices and computers access related issue.

**Responsibilities**:

- Answer phone calls from users professionally, address their concerns and resolve their issues.
- Guide users through troubleshooting and resolve their issues at first level whenever possible, direct them to the company’s resources that address their issues and queries.
- Escalate issues to level 2 and 3 support when relevant.
- Resolve level 1 service tickets satisfactorily within the SLA targets.
- Assign service tickets within the SLA targets to the support teams for follow-up action and resolution.
- Follow up and track the aging tickets and remind ticket owners to resolve within the SLAs.
- Create awareness and educate users on the IT policies and procedures, direct users to the company knowledge library of IT resources on SharePoint.
- Escalate and report IT security breach and concerns immediately to the management.
- Notify field support team on the IT support requests on the AV system for management and staff meetings.
- Recommend improvements (permanent resolution or workaround or prepare user guide to assist users as the alternative) to systems and processes for enhanced operational efficiency, especially for recurring issues.
- Create shared folders as per request submitted by the business users.
- Monitor daily scheduled jobs and notify the respective job owners if scheduled jobs are not executed.

**Job Requirements**:

- Diploma in Information Technology, Computer Science or related disciplines.
- At least 2 years of relevant technical experiences.
- Possess basic understanding networking and routing, knowledge on AV systems and integration skill for both software and hardware level, with Engineering and Project Management knowledge.
- Responsible, self-motivated individual with good communication skills and able to work collaboratively in a global team, positive attitude and independent in a fast-paced environment.

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