Senior IT Support Specialist

**ABOUT WATG**

WATG is the world’s preeminent destination and hospitality design firm. We are employee-owned, 77 years young and home to nearly 400 creative, globe-trotting professionals located remotely and in our offices in California, New York, Honolulu, London, Singapore, and Shanghai.

Our approach to design applies a hospitality ethos to developments of all shapes and sizes. From initial feasibility studies to the finishing touches, we operate as an integrated, multidisciplinary practice globally. Along with our interior design studio, Wimberly Interiors, we specialize in hospitality, gaming + entertainment, urban + mixed-use, and high-end residential design.

Independent to this day, we passionately believe that culture and heritage are the roots that lead to long-term resilience for all businesses. We were founded in Honolulu in 1945 and the spirit of the islands taught us to focus on community strength, self-reliance, and sustainability - which we still prioritize today. We stay true to our values of designing spaces that respect, protect, and enhance the natural magic of their surroundings while delivering long-term value for our clients and their communities.

WATG is hiring a Senior IT Support Specialist for our office in Singapore.

**ROLE**

The Senior IT Support Specialist is a hands-on technology specialist with a focus on customer service who can handle the support of various technical issues and problems relating to hardware, software, and peripherals both onsite and remotely in support of other offices. This position is responsible for monitoring our help desk ticketing system and regular interaction with the help desk team and our employees. This position will also process documentation, change management, and ensure tickets are promptly resolved.

The Senior IT Support Specialist diagnoses, evaluates, and resolves complex problems and issues, implements solutions, and, when appropriate, performs root cause analysis, develops checklists for typical problems, recommends procedures and controls for problem prevention, and escalates to appropriate IT staff. This position will support multiple platforms, including desktops, laptops, mobile devices, and conferencing equipment. The Senior IT Support Specialist will also serve as a mentor to junior members of the help desk. This position reports to the Infrastructure Technology Manager.

**RESPONSIBILITIES**

**IT Service Delivery**
- Provides vital first-level technology support to staff across WATG, encompassing all manner of technology with an emphasis on excellent customer support
- Uses the WATG Help Desk Ticketing solution to manage end-user issues and monitors and resolves help desk issues, including troubleshooting hardware and software and providing follow-through until their successful resolution
- Enhances service levels and help desk processes where appropriate
- Orients new employees to the general IT environment
- Promotes and assists with training on WATG technology initiatives
- Carries out tasks with mínimal site disruptions and supervision
- Coordinates external service calls when necessary
- Provides escalation support for other members of the Service Desk team
- Interacts with various IT personnel to integrate infrastructure technologies
- Actively contribute and assist with knowledge base administration and work with other technology staff to populate and maintain the WATG Knowledge Base

**Technical Support**
- Resolves daily requests for IT support
- Supports and configures desktop and laptop computer systems
- Participates in technical research and development to enable continuing innovation
- Helps create software packages and distributes collections to computers
- Assists in the installation and support of IT servers, storage, and network infrastructure
- Maintains effective local emergency and disaster recovery procedures
- Creates and maintains documentation for WATG programs and procedures
- Troubleshoots printer and peripheral devices
- Configures and supports Office 365 environment
- Implements and administers Microsoft Active Directory, Azure AD, M365, local/global security policies, DNS, and DHCP as they relate to Server and PC management
- Specifies, evaluates, configures, and makes recommendations on IT-related purchases
- Supports company-provided and BYOD mobile phones
- Participates with management in identifying and resolving issues regarding IT systems strategies

**QUALIFICATIONS**
- Associate degree or equivalent experience required; Bachelor’s degree desired
- 7+ years of technical IT help desk support experience in small-to-mid-size companies
- Problem-solving and analytical skills with proven ability to troubleshoot and resolve technical issues, both hardware and software-related
- Experience mentoring and coaching junior technical staff
- Extensive knowledge of Microsoft Windows OS, Microsoft Office, and iOS
- Extensive knowledge of Windows Server OS, VMware ESXi, Active Directory, and LAN/WAN