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Senior I.T. Support (1 year contract to perm)

Job title: Senior I.T. Support (1 year contract to perm)
Contract type: Permanent
Location: Singapore
Specialisation:
Salary: $0 - $0
Start date: 27-09-2021
Reference: CR/080601
Contact details: Vicky Zhang
Contact email: Vicky.Zhang@jac-recruitment.com
Job published: June 08, 2021 13:05
Looking for candidate with SHORT NOTICE PERIOD/ IMMEIDIATELY AVAILABLE


A World Leading Investment Company is looking for Senior IT Support for its Singapore office 


POSITION: Senior I.T. Support (1 year contract to perm)

JOB SUMMARY
The IT Support is in-charge of supporting end user technologies, including desktop, laptop, printers, mobile phones, devices and network and systems of all types, providing technical support and ensuring the whole company runs smoothly. IT Support monitors and maintains the company computer systems, installs and configures hardware and software, and solves technical problems.


RESPONSIBILITIES

• IT Technical Support
o Installing and configuring computer hardware, software, systems, networks, printers and scanners
o Monitoring and maintaining computer systems and networks
o Providing technical support across the company (this may be in person or remote e.g., Telephone or collaboration software)
o Analyse, Research and identify solutions to software and hardware issues through root cause analysis and customer interaction
o Repairing and replacing equipment as necessary
o Testing new technology in the context of the environment
o Analyse, Research and identify solutions to software and hardware issues
o Diagnose and troubleshoot technical issues, including account setup and network configuration
o Establish and maintain a knowledge base for technical solutions and reference for users


• Trouble ticket and Service request Management
o Responding in a timely manner to service issues and requests
o Ensure Service Delivery SLA’s are met
o Track computer system issues through to resolution
o Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) and track their progress.
o Ensure Service Requests/Trouble Tickets follow the appropriate processes
o Prioritize and manage log of service request
o Keep customers informed about the status of their service requests
o Manage Customer Follow up and satisfaction
o Report on service request and SLA variances
o Manage user experience and relationship


• Manage new user on-board process
o Setting up and configuring equipment for new users
o Training new users on the use of
o Promoting best practices to users regarding equipment care and security

• IT Inventory management
o Recording and keeping track of IT assets in the equipment and asset repository
o Enabling system access for new users
o Promoting best practices to users regarding equipment care and security
o Managing orders for new equipment in anticipation of new joiners
o Refresh and dispose of out of warranty IT equipment in accordance with company policy

o Lead a team of support personnel and support staff from vendors

• Other Job Functions
o Provide occasional technical support to other portfolio companies
o Collaborate with other system support teams to resolve users productivity issues
o Performs duties as assigned



REQUIREMENTS
• Tertiary qualification in either of Computer Science, Computing, Engineering
• 4 to 6 years of relevant experience

TECHNICAL SKILLS
• To carry out installation, upgrading and maintenance of hardware and software
• Manage daily IT Department operation
• Experience in Microsoft 365, Win10 desktop, VoIP, Networking, SCCM & BYOD.
• Experience in label printer
• To provide network system and desktop support to ensure smooth and effective delivery of IT services
• Systems SLAs management and reporting
• Management of trouble tickets and service requests in accordance with standard processes
• IT inventory and asset management  (Hardware/software/licenses)
• Contract management and vendor liaison 
• Able to conduct orientation / training to in-house staffs


NONTECHNICAL SKILLS
o Strong planning, analytical and problem solving skills
o Strong communication and interpersonal skills
o Ability to adhere to deadlines, multi-task
o Work independently and good team player
o Ability to prioritize
o Keen eye for detail
o Able to ramp-up quickly. Takes initiative and is a self starter
o Creative thinking and problem solving
o Relevant Domain Experience



EA License: 90C3026 | EA Personnel: R1980629 |Personnel Name: ZHANG KAIFENG