IT Support Specialist III

DATABRICKS ASIAPAC UNIFIED ANALYTICS PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A global technology company in Singapore is seeking an IT Support Specialist to enhance user experience and address technical issues. The role involves managing high volume ticketing systems, providing white glove support, and maintaining IT processes. The ideal candidate should have experience with advanced troubleshooting on macOS, Windows 10, and various SaaS applications. Excellent customer service skills and the ability to work collaboratively in a global team are essential. This position offers a dynamic environment and opportunities for professional growth.

Qualifications

• Experience working on a high volume ticketing system (+2500 PM).
• Extensive experience providing white glove support to all levels of staff.
• In-depth knowledge of troubleshooting macOS, Windows 10, VPNs, and SaaS applications.

Responsibilities

• Provide exceptional customer service and resolve technical issues.
• Support core platforms and document processes.
• Work with IT team members to implement new processes and tools.

Skills

High volume ticketing system experience

White glove support

Advanced troubleshooting skills

Experience with macOS and Windows 10

SaaS applications knowledge

AV/Conference room troubleshooting

Tools

JAMF

InTune

Okta

Google Workspaces

Slack

Zoom

O365

Job description

At Databricks Information Technology, we are a product led organization transforming the way we work from how easy it is to use our IT services to the applications we develop that help us scale seamlessly in face of incredible growth.

The IT Support Specialist will be a member of the IT Support Engineering team and will work with users globally to improve productivity, and provide in person service at our Mountain View office by resolving all technical issues. You will ensure the best possible user experience is being provided in every single interaction. You will provide exceptional customer service in your interactions to all Bricksters through tickets, email and slack pings, and in every interaction. You will be able to multitask and troubleshoot multiple user issues simultaneously.

The impact you will have:

• You will support our core platforms - white glove user support, ticketing, procurement, and provisioning
• Document all processes and update current documentation for the established process
• Complete and document assigned project work and provide updates to ensure accuracy
• Work with other Information technology team members to improve efficiency by implementing new processes, tools, strategies, and automations
• Be an ambassador for the IT organisation with our internal customers
• Provide the very best customer service experience for all bricksters when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialised knowledge to educate our workforce
• Maintain the asset inventory system and ensure all hardware/software allocations are logged
• High level understanding of day to day processes within IT and core partner teams
• Aware of and able to call out inefficiencies and dependencies
• Builds strong working relationships with close cross-functional partners
• Beginning to mentor peers and/or participate in NHO/Onboarding of IT Team members

What we look for:

• Experience working on a high volume ticketing system (+2500 PM)
• Extensive experience providing white glove support to all levels of staff
• Experience supporting customer IT needs within a global team supporting multiple regions and time zones
• In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)
• Provide other services to reduce tickets and ticket closure times
• Work with partners to find efficiencies and implement improvements to our internal systems
• Working with Extensive experience in troubleshooting AV/Conference room issues and network-related issues
• Advanced knowledge of MDM systems (JAMF, InTune)knowledge with securing/management of endpoints using JAMF / InTune