IT Support Analyst

6 days ago

Singapore TRUSTWAVE PTE. LTD. Full time

Based in our Manila Advanced Security Operations Center (ASOC), the IT Support Analyst works with the Global End User Services (EUS) Team that is responsible for assisting all internal user IT requirements including PC and Mac hardware and software troubleshooting and setup. This position will report to the Manager of End User Support.

**Main Duties and Responsibilities**:

- Support of remote users using desktop management tools
- Troubleshoot & resolve problems with end user equipment & software
- Support latest Windows/Mac operating systems
- Diagnose and resolve complex end user support issues
- User account provisioning and maintenance
- Manage the support ticket queue and assign tickets appropriately
- Create and maintain documentation as it relates to end user systems, support and processes
- Assist with procuring equipment locally, creating and maintaining vendor relationships
- Maintain inventory of end-user equipment

**Technical Qualifications**:

- Working user request tickets from start to finish with a high level of customer service & communication
- Strong technical background in both PC (Win 7/10) and Mac (MacOS 10.x.x)
- Strong proficiency in Microsoft Office Suite (Office365, Outlook)
- Experience with various hardware including: laptops, MacBooks, printers, peripherals, smartphones, and A/V equipment
- Administering user and computer accounts within Active Directory
- Experience using and troubleshooting VPN for remote connectivity
- Solid understanding of varying IT software and hardware platforms
- Experience with remote management solutions: Windows Deployment Services (WDS), Bomgar, Systems Center Configuration Manager (SCCM), JAMF, etc.
- Administer and Support office telephony equipment and services
- Intermediate to advanced understanding of Active Directory, TCP/IP, DHCP, and DNS

**Additional preferred skills**:

- Experience using Cisco CUCM, CCX Administration Portals
- Experience with Dell laptop & server hardware
- MTA, MCSA, MCSE, or A+ certifications

**General skills**:

- Ability to prioritize and manage own tasks/responsibilities, ability to work independently and without supervision.
- Passionate about customer service and the user experience
- Ability to successfully balance multiple simultaneous demands & self-adjust to meet shifting priorities
- Excellent oral and written communication skills
- Willingness to occasionally work nights/weekend times, and to participate in an off-hours on-call schedule
- Occasional overnight travel to other Trustwave offices may be required
- Familiarity with the security industry is desirable but not required

**Education**:
We prefer college-educated applicants, but at minimum, high school diploma or equivalent is required for employment.

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