Ops Support Executive, EUC

NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 13,000 has delivered large-scale, mission critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

As an Ops Support Executive, EUC & Svc Desk, you will be responsible for:

• Providing troubleshooting and resolution of all incidents relating to SSOE2 Services at schools
• Ability to provide first & second level support to school users.
• Ability to coordinate & provide solutions of incidents that are escalated by DE/RDE within agreed SLA time independently.
• Ability to prioritize tasks and resolution of problems competently and professionally. School users must be updated on the progress (via DE, CSM or even personally).
• Ability to attend to ad-hoc support
  • Virus/malware intrusion
  • Transition support
  • Unexpected technical outage support
• Service Level of Support
• Ability to resolve problems within 4 hours upon case log by SSOE2 Service desk or provide an equivalent alternative for School VIPs (Principal and Vice Principals, AM, HOD ITs).
• Ability to provide solutions within the day or the following day for school admin staff(s) & teacher(s).
• Ability to provide and advise user(s) accordingly with a follow up email if the problem/issue/case requires longer than 3 working days to resolve.
• Communication Skills
• Ability to maintain good working relationships and communicate with all levels of school user(s), vendor(s) and NCS internal staff(s).
• Strive to achieve good customer service.
• Ability to share information about SSOE2 infrastructure within internal team(s).
• Responsive to calls and emails. Follow up on missed calls within a day and respond to emails by stipulated dateline in email.
• Punctuality and Support Hours
• Ability to maintain good working relationships and communicate with all levels of school user(s), vendor(s) and NCS internal staff(s).
• Strive to achieve good customer service.
• Ability to share information about SSOE2 infrastructure within internal team(s).
• Responsive to calls and emails. Follow up on missed calls within a day and respond to emails by stipulated dateline in email.
• Provision of Technical Support to Internal & External Teams on daily support
• Ability to advise & coordinate with schools, vendors & NCS Internal teams on technical enquiries.
• Ability to answer to schools, vendors & NCS Internal teams on most of the technical enquiries.
• Able to provide technical solution/resolution to schools, vendors & NCS Internal teams upon issue/case arise.
• Managing Projects
• Ability to advise & coordinate with schools, vendors & NCS Internal teams on technical enquiries.
• Ability to answer to schools, vendors & NCS Internal teams on most of the technical enquiries.
• Able to provide technical solution/resolution to schools, vendors & NCS Internal teams upon issue/case arise.
• Ability to perform hardware & software testing
• Ability to advise & coordinate with schools, vendors & NCS Internal teams on technical enquiries.
• Ability to answer to schools, vendors & NCS Internal teams on most of the technical enquiries.
• Able to provide technical solution/resolution to schools, vendors & NCS Internal teams upon issue/case arise.
• Processing Service Request
• Ability to advise & coordinate with schools, vendors & NCS Internal teams on technical enquiries.
• Ability to answer to schools, vendors & NCS Internal teams on most of the technical enquiries.
• Able to provide technical solution/resolution to schools, vendors & NCS Internal teams upon issue/case arise.

The ideal candidate should possess:

• Minimally 3 years of relevant experience in IT/Desktop Support
• Relevant Experience with Microsoft Windows 11, Windows Hello, PowerShell & BitLocker
• Good understanding of Microsoft Windows 11 OS and MS Office, basic scripting in PowerShell and cmd