IT Support Engineer / Lead

Work Location: Changi Airport T1 to T5

JD:

1. Provide L2 On-site/Remote IT Support and fulfill service requests for Client employees in all Client locations.
2. Asset Tracking: Track all corporate devices from purchase to disposal.
3. Ticket Management: Responsible for the end-to-end process of all new tickets in the ESM tool, including:
   1. First call resolution
   2. Logging of tickets
   3. Escalation of tickets
   4. Regular follow-ups with users
   5. Tracking ticket closure within agreed SLA
4. ESM Tools: Utilize tools like ServiceNow to manage all ESM tickets, adhering to response and resolution times based on ticket severity. Document key actions accurately.
5. VIP Support: Provide dedicated support for approximately 200 VIP users, including after-hours support for VP and above (with advance notice from the EDX team).
6. Corporate Systems Support: Provide CAG employees with information and support related to corporate systems and guide them on self-service support.
7. System Health Monitoring: Monitor corporate systems and escalate abnormalities to the Team Lead.
8. Incident Management: Escalate company-wide incidents (disruptions or outages) to the Team Lead.
9. Service Improvement Plans: Assist in implementing approved service improvement plans from the EDX team.
10. Adherence to ITIL Processes: Follow ITIL processes and frameworks to ensure best practices in IT service management.
11. IT Service Desk Playbook: Follow established processes and best practices within the IT Service Desk playbook, facilitating self-service troubleshooting.
12. Team Collaboration: Contribute to a positive team environment, embracing a culture of excellent customer service and continuous improvement.
13. Continuous Learning: Continuously update skills and knowledge to stay current with industry trends and technologies.

Education:

Degree in Computer Science, Information Technology, or a related field. Diploma in Computer Science, Information Technology, or a related field (required).

Certifications: Preferred but not mandatory:

• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft 365 Certified: Fundamentals
• CCNA
• ITIL 4 Foundation Certification

Technical Skills:

1. Windows OS: Proficiency in Active Directory, corporate networks, and troubleshooting for Windows laptops.
2. macOS/iOS: Expertise in macOS, iOS device management, and troubleshooting.
3. Microsoft 365: Strong proficiency in Microsoft 365 applications and services, including Microsoft Azure.
4. Endpoint Protection: Experience with web proxy, remote browser isolation, and endpoint detection & response solutions.
5. AV Solutions: Familiarity with meeting room video conferencing and AV solutions troubleshooting.
6. ESM Tools: Proficiency in using ESM tools like ServiceNow.

Experience:

At least 5 years of experience in a service desk or technical support role, with exposure to a variety of devices and applications in a corporate environment. Experience as a system engineer/system administrator in systems.