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IT Field Support Specialist

3 weeks ago

Singapore SBM ASIA SERVICES PTE LTD Full time

A major oil and gas company is currently looking for an IT Field Support Specialist for a 12 months contract to be based at site in Tuas.

You are responsible for supporting these stakeholders in alignment with the Group IT strategic and/or operational priorities.

Your area of expertise is wider than dedicated specialist but also more specific in Fields particularities

You advise within your area of expertise and are expected to remain at the forefront of developments to identify innovative methods to carry out assigned tasks that will increase the overall quality and efficiency.

1. In order to **support, govern and contribute to a fully integrated and aligned IT Strategy **across the organization, you have to:
1.1. Liaise, work together with
- and advise your colleagues within different RC’s and disciplines;
1.2. Execute the processes and best practices necessary to work according to the direction and strategy of Group IT (and make suggestions for improvement if required);
1.3. Support the Service Delivery team in solving complex problems and visiting fields where company's stakeholders are working.

The measure of your effectiveness in this will be:

- Alignment sessions with peers and other disciplines across the different RC’s;
- Initiate actions, preparing planning and report of activities;

2. In order to **ensure knowledge sharing and creating awareness amongst the IT community **on your respective specialism, you have to:
2.1. Keep the IT community informed on any new initiatives and decisions taken that might have an impact on day-to-day business;
2.2. Participate in project meetings;
2.3. Ensure a cross functional alignment to minimize down-time within the overall IT landscape;
The measure of your effectiveness in this will be:

- Level of your clarity and technical expertise in regards to breaking down the organization needs and requirements into manageable parts for your field of expertise;
- Participation in IT Audits;
- Providing and updating the required documentation

3. In order to **ensure that you understand and manage your stakeholders and their requirements **as well as having **assigned activities completed successfully **, you are to:
3.1. Understand, plan and deliver assigned tasks with accuracy to meet stakeholders needs in a timely manner;
3.2. Identify areas requiring more detailed instructions and clarify as necessary with stakeholders to ensure no surprises;
3.3. Complete tasks in compliance with applicable standards and work procedures;
3.4. Identify areas for potential issues and proactively communicate with stakeholders to resolve issues, share information and provide guidance as required;
3.5. Seek clarification or guidance as soon as difficulties arise and recommend alternative solutions;
3.6. Perform thorough self-check of all solutions prior to release for use by stakeholders;
3.7. Properly plan work to allow adequate time for stakeholder feedback and adjustments to ensure intended functionality;
3.8. Network with stakeholders to serve as a source of support in executing project deliverables; ensure proactive two-way communication

3.9. Produce consistent/organized instructions in a well-structured format to convey required information to stakeholders or peers.

The measure of your effectiveness in this will be:

- Performance Feedback from stakeholder as per SLA’s;
- Timeline and accuracy in completing tasks;
- Quality and effectiveness of the provided advise/ solution;
- Representing the company towards internal
- and external stakeholders in a professional and compliant manner;
- Demonstrated effective interfaces within and across-disciplines;
4. In order to **ensure quality and reliability of tools and systems **in support of the business, you are to:
4.1. Willingness to perform troubleshooting in isolation when necessary.

4.2. Be self-motivated to improve technical competencies for the assigned work

4.3. Promote continuous improvement within the Discipline by remaining current on the latest technology developments

4.5. Ensure solutions are communicated and documented in a manner that is easily understood by others

4.6. Ensure solutions are thoroughly tested prior to release for use by stakeholders; avoid cutting corners

The measure of your effectiveness in this will be:

- Demonstrated quality of deliverables;

**Role Requirements**
- Minimum 5 years’ experience in IT Service Desk role, providing onsite technical support, remote support using remote desktop.
- Mandatory experience in Windows environment, Cisco end-user devices, Softphone, O365 and MSTeams, SCCM and Level 1 network troubleshooting in an end-user environment which includes VPN, LAN port troubleshooting, internet/DNS/DHCP troubleshooting
- Mandatory experience in providing support in an ITIL process environment, adhering to process and procedures and compliance with security
- Experience in managing AD Online will be an added advantage.
- Meet monthly operational SLAs:

- Incident resolu