Support Services Specialist

1 week ago

Singapore ADEMCO (FAR EAST) PTE LTD Full time

**Job Summary**:
We are seeking a talented Support Services Specialist (SSS) to join our team in the 24x7 Central Monitoring Command Center. As a Support Services Specialist, you will be responsible for providing technical support to our external customers, monitoring system health, and following established processes. This position follows a 5-day shift work schedule.

**Responsibilities**:

- Monitor and maintain the performance, availability of systems, proactively identifying and resolving issues to minimize downtime.
- Follow established procedures and processes for incident management, fault reporting, change management, and problem resolution, ensuring adherence to service level agreements (SLAs) and customer expectations.
- Collaborate with cross-functional teams, including developers, technicians, engineers, and customer support representatives, to respond, troubleshoot and resolve technical issues.
- Document all incidents, service requests, and resolutions accurately in the ticketing system, ensuring comprehensive records are maintained.
- Regularly review and update technical documentation, reports, knowledge base articles, and standard operating procedures to facilitate efficient and consistent support delivery.
- Participate in regular team meetings, sharing insights and contributing to process improvement initiatives.
- Stay up-to-date via internal learning portal, trainings, and self-learning

**Requirements**:

- Technical education in a relevant field (Electronic Security Systems, Computer Science, Information Technology, etc.) or equivalent practical experience.
- Minimum of 2 years of experience in technical support, network and systems administration or a related role, preferably in a command center or NOC environment.
- Strong understanding of networking principles, protocols, and technologies, including TCP/IP, DNS, DHCP, VPN, and routing.
- Proficiency in administering and troubleshooting Linux/Unix and Windows operating systems.
- Excellent problem-solving skills and the ability to analyze and resolve technical issues efficiently.
- Strong process orientation with a focus on adhering to established procedures and standards.
- Effective communication skills, both verbal and written, with the ability to explain technical concepts to non-technical customers.
- Customer-centric mindset with a passion for delivering exceptional service.

We offer a competitive salary and benefits package, along with opportunities for professional development and growth. If you are a motivated and process-driven individual with a strong background in network and systems administration, and enjoy working in a dynamic environment, we would love to hear from you.

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