IT Site Support Engineer (Desktop) | 12-Hr Shift | Permanent

Location Singapore
Discipline Information & Communications Technology
Job Reference BBBH119475_1663762012
Salary Negotiable
Consultant Name Bernice Mae Nocum Rallonza
Consultant Email
Consultant Contact No. 65515576
EA License No. 02C3423
Consultant Registration No. R1442141

Job Scope:

  • Provide 24x7 1st Level support (12hrs shift helpdesk & onsite) for company Support Teams, clients and clients' 3rd party vendors
  • Provide 1st level troubleshooting to customers.
  • Respond to customer calls in a professional and courteous manner
  • Responsible for logging calls and ensure all calls contain clear problem description, resolution and all activities carried during resolution of the problems with the customers
  • Attend Daily Operations Review Meeting
  • Able to do initial diagnostic, categorisation, set priority, dispatch job
  • Able to support & coordinate with Support teams in incident/problem investigation and resolution.
  • Able to identify incident trends in order to elevate incidents in accordance with standard operating procedures.
  • Ensure timely case attention, resolution, escalation and closure, so that SLA is met.
  • Ensure timely escalation of major and critical incidents.
  • Ensure timely submission of daily and periodic statistics and reports.
  • Ensure timely reporting of services outages or degradation and/ or batch failures
  • Contribute and Submit knowledge request if found lacking in the knowledgebase.
  • Liaise with internal and external vendors to satisfy customer queries
  • Proactively assist customers to avoid or reduce problem occurence
  • Actively pursue continuous improvement initiatives to improve the overall performance of the service desk

Job Qualifications:

  • Diploma or Certification in Information Technologies related fields.
  • Minimum of 1-2 years of post-education IT work experience required.
  • Working knowledge on Windows, Unix and Network
  • Basic configuration and administration of PC and laptops will be a plus
  • Proficient level of computer skills including O365. Data analysis using Excel and Power BI will be a plus.
  • Experience with call tracking / ticket management system (ServiceNow or Jira), Autotask preferably
  • Experience with Managed Services, IT Integration and/or Consulting experience a plus
  • Basic Configuration and Administration of PC and Laptops will be a plus.
  • Must be able to work independently and/or in a team environment
  • Ability to deliver valuable and professional IT services to external clients
  • Time management and organizational skills to efficiently complete assigned tasks
  • Good communication skills to ensure successful resolution to client issues
  • Ability to interact professionally with a diverse group of colleagues and clients
  • Ability to work on site at client locations with respect to client's work environment & staff
  • Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients
  • Provide excellent communication with client while on site assuring superior client service
  • Willing to work shifts - 12-hr shift including PH and Weekends

Bernice Mae Nocum Rallonza EA License No.: 02C3423 Personnel Registration No.: R1442141

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