IT Engineer

FRONTIER FORCE TECHNOLOGY PTE LTD; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A technology firm in Singapore seeks an IT Support professional to manage user application access and provide desktop support. The role involves overseeing IT infrastructure and vendor management, ensuring effective incident management, and maintaining documentation. Ideal candidates should possess strong technical skills and a proactive mindset, excelling in communication and problem-solving.

Qualifications

• Strong understanding of network devices and desktop hardware.
• Familiar with Active Directory and IT service management systems.
• Proactive and accountable, with integrity in handling systems.

Responsibilities

• Oversee and ensure delivery of IT Desktop Support to Branch Users.
• Manage access controls and shared IT infrastructure.
• Identify and onboard key IT vendors.
• Serve as the point of contact for all infrastructure matters.

Skills

Technical Proficiency

Problem Solving

Communication Skills

Adaptability

Job description

Key Responsibilities

• User Application Access Management & Desktop Support: Oversee and ensure delivery of desired IT Desktop Support to Branch Users, providing timely trouble shooting and resolution of hardware, software and access-related issues.
• Support Branch Admin in raising of required User office and application accesses, as well as desktop devices for on boarding of new joiners in line with Bank Policies and Procedures.
• Management of access controls to restricted areas of the Branch.
• Facilitate existing Branch and Regional Representative Offices (Hub) Users with raising of requests for new access, access modifications/transfers/revocation.
• Manage and maintain shared IT infrastructure across branch, i.e., shared laptops and video conferencing devices.
• Provide desktop support (technical assistance on IT software applications, operating systems and hardware devices).
• Prompt attention to requests and/or tickets raised by Hub Users on issues encountered, with proper closure with affected User(s).
• Support Hub Users on business initiatives requiring technology support.

• IT Vendor & Asset Management: Identify, onboard and manage key IT vendors to support Hub’s IT needs.
• Execute IT asset requisition/refresh/disposal in line with established procedures.
• Ensure proper documentation of Hub’s IT assets, with regular review of IT inventory, tagging/maintenance/disposal of assets.

• Network Devices & Server Room Maintenance: Branch point-of-contact for all infrastructure matters.
• Management and maintenance of Branch server room, infrastructure and network devices in close coordination with Head Office IT Operations teams and appointed vendors.
• Deliver continuous connectivity with Head Office and Marketplace by ensuring proper function of server room; with daily checks on air-conditioning and Uninterrupted Power Supply (UPS) units, as well as the routers and network equipment.
• Able to manage and leverage on the monitoring devices installed, as well as establish close working rapport with Head Office Network Operations Centre (NOC) to ensure health of server room and prompt attention to any exceptions observed/raised.

• Incident Management & Escalation: Adopt a proactive support posture by identifying potential risks, recurring issues and recommending improvements to prevent future disruptions.
• Lead local incident responses, ensuring timely logging, escalation and resolution of IT-related issues affecting Branch operations.
• Serve as the bridge between Branch and Group IT and/or Information Security for root cause analysis, implement rectification measures, and where possible, refine systems and/or processes to prevent future recurrences.
• Escalate issues and/or incidents encountered in line with established procedures.
• Log incidents, inclusive of detailed troubleshooting actions taken, and where required, furnish incident reports to Branch Risk Management.

• Documentation & Knowledge Management: Maintain and continually update a complete library of Branch IT documentation, including manuals, procedures and technical user guides to ensure relevance to current regulatory and marketplace requirements.
• Lead development and maintenance of a Knowledge Bank and User Guide Repository to support Branch users and new joiners.
• Drive IT and Information Security awareness initiatives within the Branch, ensuring all users are informed of key procedures and security practices.

Desired Competencies

• Technical Proficiency: Strong understanding of network devices, desktop and laptop hardware, desktop operating systems, Microsoft Windows OS and Office Tools, enterprise device management and basic networking concepts.
• Familiar with Active Directory, remote desktop support platforms and IT service management/ticketing systems.
• Current on IT and data security related issues, to provide effective oversight and guide Branch Users on device management and service utilization.

• Character & Work Ethic: Proactive and accountable, demonstrates integrity and strong sense of accountability in handling systems, data and User support.
• Pursues excellence in service delivery, consistently going the extra mile to maintain operational readiness.

• Problem Solving & Resilience: Quick thinker with solution-oriented mindset, cognizant of business significance and time priorities.
• Calm under pressure, especially when managing issues or incidents to promptly.
• Able to anticipate potential IT and/or info security related issues and take preventive action before Branch users are affected.
• Identify appropriate resolution partners and steps.

• Communication & Service Attitude: Communicates technical matters clearly and concisely to both IT and non-IT stakeholders.
• Builds trusted relationships with users, Group IT and info security team and vendors by consistently delivering quality support.

• Adaptability & Cultural Awareness: Comfortable working with overseas IT and Information Security teams in a multicultural environment.
• Adapts readily to evolving business needs and regulatory environment, maintaining composure and professionalism at all times.