Site Support Technical Engineer | 24x7 Shift | Perm

Location Singapore
Discipline Information & Communications Technology
Job Reference BBBH119570_1667286855
Salary S$2800 - S$3200 per month
Consultant Name Carolyn Ann Santibanez Mendoza
Consultant Email
Consultant Contact No. 65515316
EA License No. 02C3423
Consultant Registration No. R1105160

Job Responsibilities:

  • Provide 24x7 support (12hrs shift helpdesk & onsite) for the organization's support teams, clients and client's 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
  • Do initial diagnostic, categorization, set priority, dispatch job
  • Support & coordinate with Support teams in incident/problem investigation and resolution.
  • Identify incident trends in order to elevate incidents in accordance with standard operating procedures
  • Ensure timely case attention, resolution, escalation, and closure
  • 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 occurrence
  • Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk

Job Requirements:

  • Diploma or Certification in Information Technologies related fields
  • Minimum of 1 - 2 years of 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 skill using Excel and Power BI will be a plus
  • Experience with call tracking/ticket management system (ServiceNow or Jira), Autotask
  • Experience with Managed Services, IT Integration and/or Consulting experience 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 - 12hr shift including PH and Weekend

Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160

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