Help Desk Support Officer,Mandai

WSH Experts Pte Ltd; Singapore; On-site; SGD 30,000 - 50,000; Full time

Job summary

A leading IT services provider in Singapore is seeking a motivated individual for their support team, responsible for application support, general IT issues, cybersecurity checks, and asset management. The ideal candidate will ensure smooth operation of IT services, responding to tickets and managing user administration tasks. Experience in IT support is desirable. Competitive compensation and opportunities for growth are provided.

Responsibilities

• Install third-party applications upon request.
• Fault reporting for various systems.
• User administration including onboarding and offboarding.

Job description

Job Responsibilities

Application Support

• Install other 3-party applications upon request.
• Fault reporting: CCIS web case assignments and Tebs i-Track ticketing, BC Ticketing, HRIQ Ticketing, etc.
• Making support request to issues related to Microsoft Office 365 platform.
• Microsoft Office Apps Issues, e.g. OneDrive access issues, etc.
• Escalation to L2 Support.

General Support

• Fault reporting: Laptop, Printer, Keyboard, Mouse, Headset, etc.
• Printer Related Support: Install, Configure, Escalate to Vendor.
• Monthly Random Laptop Checks.
• User Administration: Staff On-boarding, Staff Off-boarding, Password Reset, Group email, Microsoft Admin Portal, Entra Admin Center, Intune, Azure AD, etc.
• Corporate SIM Card assignment, maintain Mobile number listing.

Network Support

• Fault reporting: VPN, Internet Connection.
• Fortigate Maintenance and Support, e.g. Firmware upgrade, Policy settings, Virtual Private Network
• (VPN) Password reset and token issuance, domain blacklisting and whitelisting, etc.
• Meraki Device Admin, device whitelisting, blacklisting, etc.
• Sophos Central Admin, Device and user group assignment, etc.
• Ruckus Admin, reset Ruckus APs, adjust settings, etc.
• Cisco Email System support, e.g. Blacklist or whitelist domain, Email tracing, Email policies settings, etc.

Cybersecurity Support

• Help Desk Support Officer
• Send Staff Advisory.
• Create KnowBe4 User.
• Daily Firewall Security Checks.
• Daily Sign-In Checks.

3CX Support

• Assign extension, install and configure 3CX app, maintain extension listing etc.

Asset Management

• Asset Issuance, Loan Issuance, Track and maintain asset listings.
• To assist in stock-taking exercise, if required. Hardware vendor liaising and coordination for Return Merchandise Authorization (RMA) and Warranty.

Service Progress Reports

• Daily Sign-In Logs Report.
• Daily Firewall Security Checks Report.
• Daily Helpdesk Ticket Report.
• Weekly Helpdesk Ticket Report.
• Monthly Helpdesk Ticket Report.
• Monthly Open Pending Requests Report by Assigned Digital Information Technology (DIT) Staff.
• Yearly User Licensing Report.
• Ad-hoc request, e.g. Office 365 User List and Information, User Access Management Report.
• Monthly First Response Time Report (Amount of time between a support ticket submission and the first response from helpdesk).