Senior IT Support Executive

NCS Pte. Ltd.; Singapore; On-site; SGD 45,000 - 60,000; Full time

Job summary

A leading technology services firm is seeking a Senior IT Support Executive to provide desktop support. The role involves assisting customers with IT issues, guiding a team, and ensuring compliance with operational standards. Ideal candidates should have experience in desktop support and relevant certifications.

Qualifications

• Minimum 3 years of experience in desktop support.
• Clear spoken and written English.

Responsibilities

• Provide desktop support as the first contact point for customers.
• Guide the team and resolve incidents escalated by Desktop Support Assistants.
• Perform imaging/re-imaging of devices.

Skills

Communication

Coordination

Problem Solving

Education

Microsoft 365 Certified: Modern Desktop Administrator Associate

Microsoft Certified: Azure Administrator Associate

Microsoft Certified: Azure Security Engineer Associate

Tools

Microsoft Windows 10

Microsoft Office 365

Job description

NCS is a leading technology services firm with a presence in Asia Pacific and partners with governments and enterprises to advance communities through technology. Combining the experience and expertise of its 10,000-strong team across 49 specializations, NCS provides differentiated and end-to-end technology services to clients with its NEXT capabilities in digital, cloud, platforms, as well as core offerings in application, infrastructure, engineering, and cyber security. NCS also believes in building a strong partner ecosystem with leading technology players, research institutions, and start-ups to support open innovation and co-creation. For more information, visit ncs.co.

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

Job Title: Senior IT Support Executive

As a Senior IT Support Executive, you will provide desktop support as the first contact point for customers. Your responsibilities include providing prompt assistance on a range of IT topics and issues, ensuring software, licenses, and operations comply with standards in a timely manner. Your job responsibilities will include:

1. Guiding the team and resolving incidents escalated by Desktop Support Assistants, confirming problem validity, and researching known solutions for complex issues.
2. Providing Desktop Support services to users.
3. Receiving, prioritizing, documenting, and actively resolving end-user help requests, and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
4. Performing imaging/re-imaging of devices.
5. Conducting asset inventories.
6. Performing technical escalations to third-party vendors or resolver groups where appropriate.
7. Updating Incident records.
8. Creating and updating work instructions as needed.
9. Documenting standards and procedures as necessary.

Ideal candidate should possess the following:

• Minimum 3 years of experience in desktop support with knowledge of Microsoft Windows 10 and Microsoft Office 365.
• Clear spoken and written English.
• Possession of at least one of the following certifications or their equivalents:
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Azure Administrator Associate
• Microsoft Certified: Azure Security Engineer Associate
• Previous IT helpdesk and/or call centre support experience, including providing remote support via telephone or remote tools, is an advantage.
• Demonstrated knowledge in supporting workstations and related components.
• Good verbal and written communication skills.
• Good coordination skills.
• Ability to prioritize effectively and work with a sense of urgency.
• Effective communication with teammates and managers.