IT Field Support (GC/SW)

Responsibilities:

• On-site Field Support: Provide on-site support for IT infrastructure, including setup, configuration, and troubleshooting of hardware and software.
• New Machine Setup: Install and configure new IT equipment, ensuring proper integration with existing systems.
• Asset Transfer & Conversion: Transfer and convert IT assets for different functional uses, ensuring compatibility and performance.
• Initial Setup for Specific Systems: Handle initial setup and software installation for designated systems. Collaborate with specialized teams for hardening and administration.
• Standalone Desktop & Laptop Hardening & Patching: Perform hardening, patching, testing, and troubleshooting of desktops and laptops, dedicating a set number of man-days per month at various remote sites.
• Printer/Scanner Setup and Troubleshooting: Set up and troubleshoot printers and scanners.
• Generic IT Issue Resolution: Resolve generic IT issues in various locations, including airbases.
• Routine Scheduled Endpoint Maintenance: Provide endpoint maintenance routine checks to the various remote sites and perform the necessary patching or reactive actions.
• Network Issue Support: Provide Level 1 support for network issues, ensuring timely resolution and minimal downtime.
• ITSM Management: Allocate and manage IT service tickets, ensuring they are resolved within the Service Level Agreement (SLA) period.
• Hardware & Software Inventory System: In-house applications to register, de-register, and manage ownership changes of devices & software.
• Third-Party Software Support: Provide support for third-party software (e.g., Adobe, Microsoft Office Suite, Google Workspace).
• Liaison with other Group IT Teams: Collaborate with Group IT Security, Group IT Server, and Group IT Network teams to ensure seamless operations.
• Security Incident Response: Respond to and manage security incidents, ensuring quick resolution and minimal impact.
• IT Project Assistance: Assist with IT projects for new deployments or testing new changes in IT infrastructure.

Job Requirements:

• Proficiency with Windows Operating Systems. MacOS and Linux operating systems would be a plus.
• Experience with productivity software (Microsoft Office, Google Workspace, etc.)
• Knowledge of IT hardware components and troubleshooting.
• Active Directory User Management
• Experience with Deployment tools (Microsoft Autopilot, Tanium, etc)
• Experience with remote desktop tools (Bomgar, etc)
• Experience with virtual Meeting tools (Microsoft Teams, Google meet, Zoom, Webex)
• Experience with ServiceNow ITSM tool.
• ITIL Foundation: Best practices for IT Service Management.
• Excellent Communication skills and ability to work independently.
• Good attention to detail and commitment to delivering high-quality service.
• Offering exceptional customer-first satisfaction.
• Certifications are a plus.
• Singaporean only.
• Overseas posting of 2 - 4 years expected of this role.