IT Resident

TRAVELOKA TECHNOLOGY PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading technology company is seeking an IT Resident to manage its IT infrastructure. The role involves supporting hardware, software, and networks, ensuring smooth operations, and collaborating with stakeholders for continuous improvement. Ideal candidates will have a Bachelor's degree in IT and over three years of practical experience in IT support, along with strong troubleshooting and communication skills.

Qualifications

• 3+ years of experience in IT support and systems administration.
• Technical skills in troubleshooting and managing IT systems and networks.
• Strong analytical and problem-solving abilities.

Responsibilities

• Manage day-to-day IT infrastructure operations.
• Provide hardware and software support.
• Adhere to ITIL processes for service fulfillment.

Skills

Problem-Solving

Communication Skills

Analytical Skills

Strong knowledge of IT systems

Education

Bachelor’s degree in Information Technology

Tools

Windows

macOS

Linux

ServiceNow

Jira

Job description

Company Overview:

Traveloka is a leading technology company that provides a one-stop travel and lifestyle platform for customers in Southeast Asia. Our platform offers a wide range of travel-related services, including flight and hotel bookings, activities, attractions, and more. With a mission to empower travelers with seamless experiences, we're committed to pushing the boundaries of technology and innovation in the travel industry.

It's fun to work in a company where people truly BELIEVE in what they're doing!

Position Overview:

The IT Resident is responsible for working and managing the day-to-day operations of the organization’s IT infrastructure. This includes supporting hardware, software, networking, and systems, ensuring the smooth and efficient functioning of IT systems. The IT resident will work closely with stakeholders to maintain and improve IT systems, troubleshoot technical issues, and implement technology solutions that enhance business operations.

Key Responsibilities:

1. Hardware and Peripheral Management:

• Installation and support for a wide range of hardware, including desktops, laptops, various printer types (desk-jet, laser-jet, dot matrix, barcode, multifunction, plotters), projectors, access control equipment, network devices, scanners, and IP telephony systems.
• First-level support for personal computers, desktops, and laptops.
• Verification of hardware configurations against TRAVELOKA baseline standards.
• Hardware and software installations performed in accordance with defined checklists and user sign-off.
• Vendor management support for all IT equipment, including but not limited to projectors, scanners, video conferencing equipment, handheld devices, and access control systems.

2. System Configuration and Application Management:

• Configuration of desktops as per defined checklists and user sign-off, encompassing:
  • Messaging application installation.
  • Office automation application installation.
  • ERP application installation.
  • Configuration of printers and handheld devices.

3. Hardware Support and Troubleshooting:

• First-level support for desktops, printers, multifunction devices, and scanners.
• Diagnosis of hardware-related problems.
• Coordination with hardware vendors for problem resolution.

4. Software Installation and Troubleshooting:

• Operating System (OS) support and configuration.
• Troubleshooting OS booting issues.
• Installation of office automation applications.
• Installation and administration of Microsoft applications (e.g., MS Word, PowerPoint).
• Management of disk/folder sharing and permission settings on desktops.
• Installation of anti-virus tools and regular DAT/patch updates.

5. IMAC Services (Install, Move, Add, Change):

• Management of IT equipment IMAC services.
• Installation of specified equipment and standard applications.
• Un-installation and reinstallation of equipment and applications in accordance with TRAVELOKA policies, checklists, and user sign-off.
• Modification to system hardware and applications.

6. Miscellaneous IT Activities:

• Isolation of desk-side LAN cabling issues.
• Assistance to users with desktop data backup procedures.
• OS configuration baselining, including patch, virus, and spyware signature management as per TRAVELOKA guidelines.
• Configuration of network drives, security protocols, customized rollouts, and secure-jet settings.
• Coordination of preventive maintenance for IT equipment with respective vendors.

7. Remote and On-site Desktop Support:

• Troubleshooting and resolution of technical problems via remote desktop support.
• Provision of rapid on-site desk-side support when remote resolution is not feasible.
• Execution of Install, Move, Add, or Change (IMAC) tasks at the desktop/laptop level.

9. ITIL Process Adherence:

• Strict adherence to ITIL processes and practices, specifically Service Fulfillment and Incident Management.
• Ensuring all support requests and reported issues from IT Consumers are accurately logged in the ticketing system.
• Ensuring all assigned tickets are executed and resolved in accordance with Corporate IT Service Level Agreements (SLAs).

10. IT Asset Administration:

• Registration of new IT assets into the asset inventory database.
• Maintenance and monitoring of IT asset inventory in the database.
• Accurate and consistent stock management to ensure availability.
• Assistance to IT Asset Management with forecasting and reporting for IT asset needs.
• Management of asset removal for obsolete or end-of-life assets.

Required Skills & Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Experience: 3+ years of experience in IT support and systems administration.
• Technical Skills:
  • Strong knowledge of IT systems, networks, and troubleshooting methods.
  • Experience with common IT platforms, including Windows, macOS, Linux, and cloud-based applications.
  • Familiarity with networking protocols (e.g., TCP/IP, DNS, DHCP, VPNs), hardware components, and server administration.
  • Knowledge of IT security practices and tools (e.g., firewalls, antivirus software, encryption).
  • Experience with system backup, disaster recovery, and data management.
• Problem-Solving: Strong analytical and troubleshooting skills, with the ability to resolve technical issues quickly and efficiently.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users.

Preferred Skills:

• Certifications in IT-related areas (e.g., CompTIA A+, Network+, ITIL, Cisco Certified Network Associate (CCNA), Microsoft Certified Solutions Associate (MCSA)).
• Experience with cloud computing platforms such as AWS, Microsoft Azure, or Google Cloud.
• Familiarity with IT helpdesk software and ticketing systems (e.g., ServiceNow, Jira, Ivanti).

Working Conditions:

• Full-time, typically 40 hours per week.
• May require occasional on-call support outside of regular business hours.
• Some tasks are required to support cross countries problem and meeting discussion especially with Chinese language

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!