It Support Technician

About the team and role

Reporting to ICT Engineering, you will work in a newly developing global team of ICT technicians and business stakeholders, you will provide local and remote support to internal end users, both locally in Singapore and remote users globally. You may be required to act as a liaison with external entities where required (including vendors). You will initially work alongside an IT Systems Engineer based in the UK.

Typical duties and responsibilities

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• Install, configure, and maintain computer software, hardware, networked devices, and peripherals.
  
• Manage the lifecycle of user accounts, from onboarding, support, offboarding, and all areas within the process on our primary platforms:
  Google Workspace and Microsoft Azure / M365.
  
• Using a Jira (Atlassian) ITSM tool, efficiently troubleshoot and resolve software, hardware, network and cloud system tickets.
  
• Provide step-by-step technical assistance to internal users at all levels.
  
• Provide orientation and guidance to users on how to operate new software and computer equipment.
  
• Publish, contribute and maintain technical support procedures and documentation.
  
• Proactively analyse platform and end-user records and logs to identify trends and pre-empt potential issues.
  
• Support the ICT team’s deployment of new projects, solutions, and applications.
  
• Regularly test and evaluate new technologies implemented in the ICT team.
  
• Inventory management, maintaining data hygiene for asset records.
  
• Identify computer equipment or software license shortages and report deficits to ICT leadership.
  
• Infrastructure support for local Singapore server and network hardware.
  

Basic requirements:

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• Bring at least 2 years of proven experience in end-user technical IT support to the table.
  
• Excellent diagnostic and problem-solving skills in supporting and administering various software, hardware, and cloud platforms, including (but not limited to):
  
  

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  • Microsoft Entra ID (Azure AD, Enterprise models)
    
  • Google Workspace
    
  • Microsoft O365
    
  • Microsoft Intune
    
  • MacBook - MacOS
    
  • Windows 10/11
    
  • Zoom Meeting and Zoom Phone
    
  • Slack
    
    
  
  
  

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• Experience in supporting users both locally and remotely in a global company setting.
  
• Strong and demonstrable analytical and problem-solving skills with an emphasis on detailed documentation in all aspects of support.
  
• Working experience in managing tickets in an ITSM tool, such as Jira.
  
• Excellent customer service and communication skills at all levels.
  
• Comfortable handling pressure in busy periods and occasional spikes in workloads (incidents).
  
• Good knowledge of Internet security and data privacy principles e.G. Zero-Trust, IDS/IPS.
  
• Strong work ethic and critical thinking skills.
  
• Creating vendor service request orders for warranty, parts, and repair servicing.
  

Nice to have:

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• Knowledge and experience in supporting Zoho CRM would be favourable.
  
• IT Certifications would be advantageous i.E. ITIL v3, CompTIA A+, Microsoft Certified IT Professional
  
• Bachelor's or Graduate's Degree in business, computer science, IT or equivalent experience.