IT Support Engineer

JCDecaux Singapore Pte Ltd; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A leading international advertising firm in Singapore seeks an entry-level IT support specialist. You will provide hardware, software, and network support with a focus on user satisfaction and incident management. Ideal candidates possess a diploma in computer science and strong communication skills. Experience in IT infrastructure and networking is desirable. This role offers a unique opportunity to work in a dynamic IT team with responsibilities across the Asia region.

Qualifications

• High level of motivation needed.
• Strong written & verbal communication skills are essential.
• Ability to speak fluent English is essential.

Responsibilities

• Provide hardware, software, and network support.
• Manage user accounts, permissions, and technical incidents.
• Assist with IT setups for new hires.
• Maintain inventory of hardware and software assets.

Skills

End user computing support

IT infrastructure maintenance

IT network support

Microsoft O365

ITIL v4 Certification

Education

Diploma in computer science or information systems

Job description

This is an entry-level position reporting directly to the Head of IT in Singapore and has a dotted-line reporting to the Asia Regional IT Operations Manager. The role is part of a four-member IT team primarily supporting the Singapore Business Unit, with secondary support responsibilities for the wider Asia region. It is a semi-regional role, with approximately 30-50% of duties focused on providing user support across multiple time zones in Asia.

As part of the Singapore IT team, the successful candidate will have to perform the following tasks as needed:

Job Scope:

End User Computing Support

• Diagnose and resolve hardware, software, network, and other technical issues for end users, providing timely solutions through remote or on-site support as needed.

Helpdesk Support

• Act as the primary contact for technical assistance, responding to support requests via phone, email, or ticketing systems. Log, track, and prioritize tickets to meet SLAs.

Software and Hardware Installation

• Assist with software installation, upgrades, and configurations, and troubleshoot hardware devices to ensure proper setup and functionality.

System Maintenance and Monitoring

• Liaise with L2 support engineers for maintenance tasks like updates, patches, and backups. Monitor system performance, identify issues, and implement preventive measures.

Account and Access Management

• Manage user accounts, permissions, and access rights. Assist with password resets and access requests, ensuring compliance with security policies.

Incident Management

• Follow incident management processes to address critical incidents, restore services, and document incidents for future reference.

User Satisfaction and Feedback

• Provide excellent customer service, gather user feedback, and propose improvements to enhance support services.

User Onboarding and Offboarding

• Coordinate and execute IT setups for new hires, including account creation, hardware allocation, and software access. Ensure secure and complete deactivation of accounts and retrieval of IT assets during offboarding.

IT Network Maintenance and Support

Network Troubleshooting

• Provide L1 support to diagnose and resolve network issues. Investigate connectivity problems, configuration errors, and performance issues promptly. Escalation and resolving the issues with L2 network engineer may be required.

Network Configuration and Maintenance

• Configure and maintain routers, switches, firewalls, and access points. Perform routine maintenance, updates, patches, and firmware upgrades.

Network Security Support

• Implement and maintain security measures. Configure firewalls, IDS/IPS, and VPNs to secure network traffic. Monitor and respond to security incidents.

Network User Support

• Provide technical assistance for network issues. Respond to support requests, troubleshoot connectivity problems, assist with network software, and offer usage guidance.

IT Infrastructure Maintenance and Support

System and Network Administration

• Manage virtual machines, network devices, and infrastructure in a cloud environment.

Troubleshooting and Issue Resolution

• Diagnose and resolve hardware, software, and network issues. Provide technical support, troubleshoot problems, and elevate issues as needed.

Incident and Problem Management

• Participate in incident management, document and track incidents, prioritize based on severity, and work towards resolution. Identify root causes of recurring issues and implement preventive measures.

System Maintenance and Upgrades

• Perform routine maintenance like updates, patches, and upgrades for servers and network devices. Schedule maintenance to minimize user disruption while ensuring stability and security.

Backup and Disaster Recovery

• Manage data backup processes, verify backup integrity, perform restores, and contribute to disaster recovery planning and testing. Collaborate with teams on recovery strategies.

IT Asset Management

• Maintain inventory of hardware and software assets, track allocation, monitor license compliance, and manage procurement. Ensure proper documentation for all IT assets.

Desirable Skillset/Knowledge:

• Experience in end user computing support is desirable
• Experience in IT infrastructure maintenance and support is desirable
• Experience in IT network maintenance and support is desirable
• Experience in support on Microsoft O365 suite is desirable
• Certification in ITIL v4 is desirable

Requirements:

• A diploma in computer science, information systems or equivalent
• Needs to have a high level of motivation
• Needs to be independent and a good team player
• Strong written & verbal communication skills are essential
• Ability to speak fluent English is essential