Senior IT Support Engineer

Role Summary: As the first point of contact for users for any IT issues, the IT service desk has a big impact on customer experience and how businesses are viewed by customers. As a result, it’s important that their IT service desk is effective, efficient, and always improving. This position is a member of the IT service desk team providing 24x7x365 technical support to all our global offices and affiliates.

Reports to: Senior Manager, Infrastructure

Roles and Responsibilities:

• Manage daily operations of the IT service desk, supervising the service desk team, representing the team to other stakeholders, and helping to ensure that the IT service desk is constantly
• developing and improving.
• Analyses performance of IT service desk activities and documented resolutions, identify problem areas, devise, and deliver solutions to enhance quality of service and to prevent future problems.
• Provide onsite or remote user support for laptops, corporate mobile phones, business applications, and other devices (e.g., multi-Function printer/copier) in the offices.
• Proactively monitor IT infrastructure performance and suggest improvement plan.
• Perform system administration duties in Hybrid cloud environment; Microsoft Windows server, Microsoft Azure Cloud and Microsoft SQL.
• Monitor and ensure optimal system performance for potential bottlenecks, identify possible solutions, and ensure system’s availability and reliability in Production environment.
• Perform system patching and ensuring that systems are safe and secure against cybersecurity threats.
• Perform data management and backup duties for both cloud systems and applications.
• Assist with Vulnerability Assessment & Penetration Test (VAPT) and IT audit exercise with security team members and external vendors.
• Involve in the planning and execution of annual IT DR drills.
• Provide escalation support per request from various sources; investigate and troubleshoot issues.
• Manage vendors and assist with IT procurement.
• Responsible for asset management and assist with accurate IT inventory tracking.
• Responsible for monitoring tickets in the IT Service Desk system and ensure compliance to SLA.
• Conduct ad-hoc training to end users and junior IT support engineers.
• Able to do 24x7 standby on rotation basis and provide after-business hours support for urgent escalation from Singapore or regional offices.

Requirements:

• Diploma or Bachelor in IT/Computing.
• Minimum 5 years’ experience in IT industry; proven work experience as a technical support
• engineer and demonstrated progressive experience in the supervision of an IT support team.
• Strong technical skills in Microsoft 365 suite of products, Microsoft Azure Cloud, Networking and Unified communications/collaboration.
• Familiar with IT service desk system such as FreshService, ServiceNOW.
• Microsoft 365 Administrator, MCSA/MCSE, CCNA, ITIL v4 Foundation certification will have an added advantage.
• Hands-on and strong desktop troubleshooting skills with some level of knowledge on supporting
• server, cloud, SaaS, network, and security devices.
• Proven track record of developing and providing Service Level Agreements and IT service desk
• deliverables.
• Helpful, team player, result oriented with pleasant deposition.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders and c-suites.
• Able to multi-task, work under pressure with can-do attitude.
• Solid relationship management and performance management skills.

Skills

Service Desk Management, Service Level Agreement Management, ITIL v3 Foundations Certified, System Security, System Availability, Remote User Support, Technical Skills, IT Infrastructure Management, Problem Solving, Business Applications, security equipment, Providing Great Service, Hybrid Cloud