Senior IT Support Engineer

Senior IT Support Engineer

We are helping our client to look for an experienced and proactive Senior IT Support Engineer. Reporting to the IT Support Lead, he/she will be the first point of contact for users regarding any IT issues, ensuring a positive customer experience and maintaining effective 24/7 IT service desk services. The ideal candidate should possess a minimum of 5 years of work experience as a technical support engineer, along with excellent communication and interpersonal skills.

Responsibilities:

1. 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.
2. Analyse 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.
3. 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.
4. Proactively monitor IT infrastructure performance and suggest improvement plan.
5. Manage vendors and assist with IT procurement.
6. Responsible for asset management and assist with accurate IT inventory tracking.
7. Responsible for monitoring tickets in the IT Service Desk system and ensure compliance to SLA.
8. Conduct ad-hoc training to end users and junior IT support engineers.
9. Able to do 24x7 standby on rotation basis and provide after-business hours support for urgent escalation from Singapore or regional offices.

Requirements:

1. Diploma or bachelor’s degree in IT/Computing.
2. 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.
3. Strong technical skills in Microsoft 365 suite of products, Microsoft Azure Cloud, Networking and Unified communications/collaboration.
4. Familiar with IT service desk system such as FreshService, ServiceNOW.
5. Microsoft 365 Administrator, MCSA/MCSE, CCNA, ITIL v4 Foundation certification will have an added advantage.
6. Hands-on and strong desktop troubleshooting skills with some level of knowledge on supporting server, cloud, SaaS, network, and security devices.
7. Proven track record of developing and providing Service Level Agreements and IT service desk deliverables.
8. Strong communication skills, including the ability to be influential and persuasive with stakeholders and c-suites.
9. Helpful, able to multi-task, work under pressure with can-do attitude.

We regret that only shortlisted candidates will be notified.