Helpdesk Operations Technician

6 days ago

Singapore EOS IT Solutions Full time

**WHO WE ARE**:
EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

**POSITION OVERVIEW**:
**WHAT YOU WILL DO**:

- First point of contact within the Global Service Desk (GSD) support channels including (but not limited to) ITSM ticketing platforms, Slack support channels, and in-office walk-up support
- Processing of Laptop replacement queue
- Monitoring and actioning appropriate ITHELP Jira queues
- Software Provisioning / Deprovisioning within scope/access constraints of role within the GSD
- Adherence to standard escalation processes for IT tickets
- Adherence to standard ticket handling practices (e.g., components, labels, other ITSM related fields)
- Slack Administration
- Google Workspace Administration
- Troubleshoot client-provided hardware (macOS, iOS, Chrome OS)
- Laptop imaging and set up for new and existing employees.
- Ensure Standard Operation Principles (SOPs) are followed, and all processes and procedures adhere to company policy/standards.
- Primary ownership of cadenced office desk workspaces for peripheral testing, replacement, and general tech readiness
- Other IT/Helpdesk support tasks and projects as needed.
- Daily monitoring and resolution of automated VC conference room alerts (ARSE)
- Primary ownership of cadenced sweeps of VC conference rooms for peripheral testing/replacement and equipment status.
- First Point of Contact for VC Conference Room support requests and concerns
- Tier 1 AV/VC break fix support
- Tier 1 event support assistance and kickoff for in-person, hybrid, and virtual events (Zoom)
- Kickoff and A2 support for larger Stripe events as needed.
- Other AV support as needed

**WHAT YOU WILL NEED TO SUCCEED**:

- 1-2 years’ experience of IT and AV Support in a professional environment. Global service desk operations preferred.
- Possess strong working knowledge of Apple systems and software
- Possess strong working knowledge of Google Workspace, Slack, Zoom, and Dropbox
- Knowledge of audio/video troubleshooting and support is required
- Experience working with Atlassian systems (JIRA and Confluence)
- Outstanding communication and interpersonal skills
- A strong focus on excellent customer service
- Experience working on and troubleshooting Windows OS
- Network fundamentals (laptop connectivity, VPN, printing)

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.

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