Facilities Technician

Black Box; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading IT services provider in Singapore is looking for an experienced technical support professional. The role involves managing user incidents, providing first and second level support, and ensuring compliance with data security policies. Ideal candidates will possess a Bachelor's degree in IT and 2-5 years of relevant experience, demonstrating strong troubleshooting, customer service skills, and the ability to work in a fast-paced environment. Successful applicants will be well-versed in Microsoft Office and networking technologies.

Qualifications

• 2-5 years’ experience in providing end-user technical support.
• Ability to troubleshoot network issues in LAN environment.
• Working knowledge of MS Office products.

Responsibilities

• Manage user incidents ensuring high quality service.
• Perform first and second level support for desktop applications.
• Ensure adherence to data security policies.

Skills

End-user technical support

MS Office products

Networking troubleshooting

Customer service

Education

Bachelor’s degree in Information Technology or equivalent

Tools

Windows

Active Directory

Network devices

Job description

Additional Responsibilities

• Manage user incidents routed from the Service Desk, or escalate where appropriate, ensuring the provision of a consistently high quality service and timely resolution of issues
• Perform first and second level support for the following: PC configuration (desktops and laptops), VPN connections, PC software (site-specific and enterprise), peripherals, LAN connectivity, and additional devices / software / hardware as needed (printers, copiers, mobile devices, A/V equipment), plus efficient and effective support service to on site and remote users
• Setup new users and support resources of terminated users
• Perform first level and second level support
• Basic Active Directory administration (account changes and permissions)
• Ensure adherence to all relevant internal, external and site-specific policies, processes and Standard Operating Procedures relating to data security, the network and its applications, and account access / management
• Order and track supplies, carry out asset management & dispersal, and fulfill all documentation requirements for supported sites
• Work with various vendors as needed to support site specific services, hardware, and software
• Asset management of all IT equipment on site
• Basic support of site-specific ERP, CRM, or database systems
• Carries out duties in compliance with established business policies
• Responsible for exhibiting professional behavior with both internal / external business associates that reflects positively on the company and is consistent with the company’s & customer’s policies and practices
• Understands and is aware of the quality consequences which may occur from the improper performance of their specific job

Qualifications / Requirements

• Bachelor’s degree or equivalent qualification in Information Technology or similar, plus 2–5 years’ experience in providing end-user technical support
• Experience in supporting desktop applications in LAN environment
• Experience with Windows XP, 7, and 10
• Solid working knowledge of MS Office products, Outlook, Word, Excel
• Use of conference applications (Skype, Zoom, Blue Jeans, Outlook)
• Able to image / set up PC devices
• Able to install, configure and test routers and switches
• Ability to install Audio Visual equipment
• Knowledge of anti‑virus / anti‑malware programs
• Experience building / imaging computers, wiring / cabling and network technologies
• Read and understand network topology diagram to assist in:
  • Rack / stack of network devices
  • Interconnection fiber and copper patching of devices
  • Troubleshooting network issues
  • Proper labeling of devices and interconnection cables
• Working knowledge of the following technologies: Active Directory user functions (ADS & Exchange)
• Experience troubleshooting network issues
• Understanding of backbone and horizontal cabling design
• Understanding of industry infrastructure standards
• Troubleshoot network copper or fiber cabling
• Ability to terminate copper or fiber cabling
• Maintain proper labeling of devices and interconnection cables
• Ability to use a laptop to provide access to remote engineers to load set configurations on equipment
• Creative and solutions driven, within the realms of the role, to produce solutions in support of customer service level agreements
• Ensures all solutions adhere to applicable change control requirements
• Able to work Mon‑Fri 8‑5pm; required OT afterhours; 2% of the time a weekend call; on‑call after hours
• Excellent English and local language communication
• Excellent customer service skills
• Valid state‑issued driver’s license
• Able to pass all pre‑employment screenings