Executive Field Support

AET TANKERS PTE. LTD.; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

A global leader in maritime operations is looking for an Executive, Field Support in Singapore. The candidate will manage day-to-day field operations, ensuring service levels are met and providing IT support. Applicants need a Bachelor's Degree in Engineering or Computer Science and 2-3 years of experience in IT service delivery. Skills in Windows Server, service desk processes, and customer management are essential, with a commitment to sustainable shipping practices.

Qualifications

• 2-3 years of relevant IT service delivery experience preferably in a company following ITIL standards.
• Good understanding of service development and operation tools.
• Experience in troubleshooting and configuration of Windows Server.

Responsibilities

• Conduct day-to-day service operations and minimize adverse impact on operations.
• Provide level 2 support for IT issues and manage trouble tickets.
• Ensure local infrastructure is properly documented and licensed before installation.

Skills

Knowledge of service request and service desk processes

Customer management skills

Basic Networking skills

Microsoft Desktop solutions

Education

Bachelor’s Degree in Engineering or Computer Science

Tools

Windows Server Enterprise

CISCO Solutions

Symantec Endpoint

Job description

AET is one of leading global owners and operators of maritime transportation assets and specialised services, committed to moving energy responsibly and eco-efficiently as an advocate of sustainable shipping. Our current diversified fleet of over 60 vessels includes conventional and nine dual-fuel tankers as well as collaboration on zero-emission vessels. Partnering global energy majors, refineries and traders, we drive collaboration to accelerate the industry’s energy transition through operational excellence.

Headquartered in Singapore with commercial and operational offices in Malaysia, the US, the UK, Norway, Brazil, and Uruguay, AET is wholly-owned by Malaysian energy logistics group MISC Berhad.

We are looking for an Executive, Field Support to join our team on a 1 year contract!

Purpose of the Role

Conduct day to day field support operations including incident management, problem management, service request management, access management to meet the Service Agreement Levels (SLAs). Where required support the deployment of projects and administer global infrastructure solutions.

Key Accountabilities

• Service Operations – Conduct day to day service operations. Identify and log incidents / problems, restore normal services and minimize adverse impact on operations.
• Service Requests – Provide a channel for authorized users to request and receive standard services for which a pre-defined approval and qualification process exists.
• Prioritization – Assign trouble tickets to agreed service levels through prioritization, incident recording, recognition, resolution and follow up.
• Access Control – Provide appropriate access rights for authorized users and prevent access from unauthorized users.
• Release Control – For solution transitioning to operations, verify if solution meets the defined and agreed-on set of criteria which will be used to assess the readiness for go live.
• End user Support – Provide level 2 support for job holder location diagnosing and resolving where possible information technology related issues (hardware and software). Where required escalate to third level tracking the call to successful completion ensuring updates to the call are tracked and logged.
• Problem Management – Maintain knowledge database and manage problem resolution.
• Manage the inventory or hardware and software in the region.
• Ensure local infrastructure is properly documented.
• Hardware and infrastructure has maintenance plans in place.
• All software locally is correct licensed before installation.
• Initiate request for new hardware/software and they are receipted on delivery/installation and updated on the help desk system if required.
• Customer Relationship Management – Provide IT support services to business users to identify and prioritise application support needs, issues and their resolution.
• Administer Regional/Global Desktop management tools and where required be the systems owner globally providing support to other members of the service delivery team (Examples include License Management, Remote desktop management, Web Security, Email Security. Mobile Phone management, anti-virus, site access systems, Windows Server Update Services.
• Support and where appropriate manage the introduction of infrastructure and application projects in the jobholders region or in some cases global initiatives.
• Capable of executing Crisis Management Responsibilities as required by role.
• To comply with Company’s policies and Code of Conduct and Business Ethics (CoBE).
• Other duties and projects may be assigned from time to time.

Requirements

• Education: Bachelor’s Degree preferably Engineering or Computer Science
• Experience: 2-3 years of relevant IT service delivery experience preferably in a company following ITIL or other recognized service delivery standards
• Specialized knowledge: Knowledge of service request and service desk processes, procedures and policies, good understanding of service development and operation tools, windows Server Enterprise experience including setup, troubleshooting and configuration, customer management skills, Microsoft Desktop solutions, Basic Networking skills, VOIP and Video conferencing, CISCO Solutions preferred, antivirus solutions such as Symantec Endpoint, Desktop Imaging Software, Smart Mobile Phones, provisioning in the enterprise and support, writing of Documentation/Training material – conducting training.

We regret to inform that only short-listed candidates will be contacted for an interview.

AET is an Equal Opportunity Employer. All qualified applicants will be considered without regard, to age, colour, disability, race, religion, gender, gender identification, nationality, marital status, or characteristics protected by law.