12m IT Support Specialist (Up to 6k) #HFT

Job Responsibilities

Incident Management

• Manage and resolve Level 2 incident tickets escalated from the Service Desk.
• Perform incident diagnosis, troubleshooting, root cause analysis and resolution within agreed Service Level Agreement (SLA) targets.
• Escalate complex technical issues to relevant global support teams when required.
• Provide timely updates to users and stakeholders throughout the incident lifecycle.
• Document troubleshooting steps, resolutions and workarounds accurately in the ticketing system.

Service Request Fulfilment

• Review, prioritise and process service request tickets raised by users or escalated from the Service Desk.
• Maintain accurate ticket statuses, action logs and resolution details.
• Communicate request progress and completion status to end users.

Workplace & Endpoint Support

• Provide technical support for desktops, laptops, printers, mobile devices and peripheral equipment.
• Troubleshoot operating system, application, hardware and connectivity-related issues.
• Minimise user disruption by resolving workplace technology issues in a timely manner.
• Support device deployment, replacement and technology refresh initiatives.

User Account Administration

• Create, modify and remove external user accounts.
• Manage access permissions, distribution lists, shared mailboxes, security groups and software access.
• Assign, modify and remove SAP roles and authorisations based on approved access requests.

IT Onboarding & Offboarding

• Prepare, configure and deploy laptops, mobile devices and peripherals for new hires.
• Create and assign required user accounts, software and system access.
• Conduct IT induction sessions where required.
• Recover, sanitise and decommission IT assets for departing employees.

IT Asset Management

• Maintain accurate inventory records for IT assets and peripheral equipment.
• Record asset allocation, transfers, returns and disposals.
• Ensure asset information is accurately maintained in relevant asset management systems.

Audio Visual (AV) Support

• Set up and test AV equipment for meetings, town halls and business-critical events.
• Provide support for video conferencing systems, displays, microphones, speakers and presentation equipment.
• Provide on-site technical support during business-critical meetings and events.
• Troubleshoot AV issues to minimise meeting disruptions.
• Coordinate with AV vendors on incident resolution, equipment repairs and installation of new AV equipment.
• Coordinate preventive maintenance activities with AV vendors to ensure meeting room and conferencing equipment remain operational.
• Maintain documentation, inventory and support records for AV systems and meeting room technologies.

Continuous Service Improvement

• Identify recurring technical issues and recommend process improvements or automation opportunities.
• Support IT projects and operational initiatives as assigned.
• Contribute to improvements in end-user experience and IT service quality.

Requirements

• Relevant Diploma, Degree or equivalent qualification in Information Technology, Computer Science or a related discipline.
• Relevant experience in IT support, service desk, desktop support or workplace technology support.
• Experience troubleshooting hardware, software, operating system and network/connectivity issues.
• Familiarity with IT service management processes, ticketing systems and SLA-driven support environments.
• Experience with user account administration and access management is advantageous.
• Familiarity with SAP roles and authorisations is an advantage.
• Experience supporting AV and video conferencing equipment is advantageous.
• Good troubleshooting, analytical and problem-solving skills.
• Strong communication and stakeholder management skills.
• Good organisational skills with the ability to manage multiple incidents and service requests.
• Ability to work independently while collaborating effectively with local and global support teams.
• Strong attention to detail and commitment to accurate documentation.

For interested candidates, please submit your latest resume to [email protected]

Jacqueline Fong Hsin Ting (R21103226)
Recruit Express Pte Ltd
Company Reg. No. 199601303W
EA License Number: 99C4599