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.