Technical Support Engineer

2 days ago

Downtown Core, Singapore The Cigna Group Full time

**Position Title**: Technical Support Engineer

**Job Purpose**: The incumbent will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. He/she will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments. The successful incumbent will be a high-performing individual who is methodical, inquisitive and has a passion for technology and service.

**Reports to**: Lead, Business Analytic & Information Technology (Singapore)

**Critical Tasks and Expected Contributions/Results**:
Provide technical support to onsite and remote users.
Research and identify solutions to hardware and software issues.
Diagnosing and troubleshoot technical issues, including account setup and network configuration.
Ask customers targeted questions to quickly understand the root of the problem.
Installing, configuring and support (IMAC) end-user devices.
Ensure all incidents are managed in accordance with targets set out in SLA.
Provide prompt and accurate feedbacks to customers.
Replacing or repairing the necessary parts.
Prioritising and allocating within IT Support teams all requests.
Identify ways to improve the quality of the service provided and/or the efficiency of the processes within the team.
Ensure all issues are properly logged.
Testing and evaluating new technologies.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Prepare accurate and timely reports.
Work within matrix environment with liaison to Global Services Desk and third-party IT vendors.

**Key Challenges/Anticipated Changes in Environment**:
Manages the different needs of diverse customers, users, and vendors.
Job scope creep
Difficulty of business users to understand system limitations.

**Developmental Value of Position**:
To develop to become System Administrator, Network Engineer and IT Manager
Broad exposure to different aspects of HealthCare Insurance technology

**Experience/Knowledge, Education and Other Requirements**:
Minimum 5 years of experience as Technical Support Engineer, Desktop Support Engineer, IT Helpdesk Technician, or similar role.
ITIL foundation certified.
Microsoft certified.
Proficiency in Windows 10 and able to support and build experience (both OS and pc hardware)
Knowledge in Active Directory, Citrix Support, Software Centre Configuration Manager (SCCM) and SharePoint
Knowledge of network security practices and anti-virus programs
Ability to diagnose and troubleshoot basic technical issues.
Attention to detail and good problem-solving skills.
Excellent interpersonal skills.
Excellent problem-solving and multitasking skills
Ability to provide step-by-step technical help, both written and verbal
A positive ‘can-do’ attitude with a strong commitment to customer support.

**Personal Competencies Required**:
**Align**: Balances Stakeholders, Manages Conflict

**Develop**: Self Development, Tech Savvy, Situational Adaptability

**Deliver**: Being Resilient, Action Oriented, Optimizes Work Processes, Resourcefulness, Directs Work, Customer Focus

About The Cigna Group
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

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