IT Help Desk Specialist — Office 365 & Network Support

WSH EXPERTS PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job description

Responsibilities

• Install other 3‑party applications upon request
• 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
• 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.
• 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)
• Monthly Resolution Time Report (Time it takes to resolve an issue)

Working hours

Monday to Friday : 8.30 AM to 6.00 PM

Saturday : 08.30 AM to 1.00 PM ( Work from Home )

Working location

51 Kee Sun Ave, Singapore 457056