IT Support Technician

NEXUS CORE PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading company in Singapore seeks an IT Support Technician to deliver top-notch IT support to users and sites. The role involves managing IT issues through various support methods, maintaining IT infrastructure, and ensuring customer satisfaction through effective communication and problem resolution.

Qualifications

• Wide and deep knowledge in IT infrastructure and end-user technologies.
• Experience in hardware and software issue resolution.
• Strong organizational skills and attention to detail.

Responsibilities

• Provide IT support via walk-up, hands-on, and remote engagement.
• Resolve IT issues by analyzing and troubleshooting hardware/software.
• Meet SLAs to ensure high customer satisfaction.

Skills

Customer relationship management

Troubleshooting

Network connectivity

Technical communication

Job description

Job Summary :

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An IT Support Technician will be responsible for delivering world class IT Support at sites and users. The Technician will provide support via either walk-up, hands-on or potentially remote types of engagement. Whilst based at a specific site, an IT Support Technician may have responsibility for additional sites as well. The role requires wide and deep knowledge in IT Infrastructure, end-user technologies and site environment as well as excellent customer relationship and organization skills. The Company acknowledges and agrees that the tasks performed by the IT Support Technician are not the services provided by the Supplier and the Supplier is not liable for any task, act, or omission of the IT Support Technician while under the Company’s care, control, supervision, and direction.

Responsibilities

Conditional : Depending on site and business needs – potentially on-going or on occasions when requested by the IT Support Technician’s manager.

I. End User Engagement - Focal point for customer interaction and support for local IT issues including (but not restricted to) client, mobility, wireless, AV, conference room, Teams room and network connectivity.

II. Walk-up Support – Provide an IT ‘walk-up support’ service, residing at a clearly identified location at the site, to provide end users with skilled troubleshooting for their open IT issues.

III. Hands-on Support - Provide onsite hands and eyes support for other IT teams. This would include providing a local Hands & Eye service for incidents impacting (but not restricted to) network, compute, storage, phones, print services. When needed the IT Support Technician may be asked to travel to other locations.

IV. Remote Support - Provide support to remote users through the telephone, Teams, LogMeIn session or any approved tools, which would include screen sharing or direct access to the user’s machine.

V. Hardware Management - Manage onsite inventory of PCs and mobile devices – including lockable storage and the return or receipt of devices to/from a central depot or OEM.

VI. Assist with Projects – Support the local site with projects such as (but not restricted to) move, refurbishments, relocation, building refit, cabling. Assist other IT product teams with major infrastructure projects such as network, printing, telephones.

VII. Support Site Access - Establish, adapt, or maintain site access management process and legal documents where required. Facilitate efficient dispatch of resources external to the site such as vendors or employees.

VIII. Guide End Users - Provide guidance and direction for end users regarding core technology processes and tools.

IX. Mandatory : The IT Support Technician will be expected to deliver on the following responsibilities without exception - hence at all times, and not only in specific circumstances.

X. Resolve IT issues – Provide IT support by analyzing and resolving hardware and software issues, or varying degrees of complexity. Deliver local support on site specific technologies and their associated infrastructure or software such as PCs, workstations and desktops, printers, barcode scanners. Anticipate, identify, and resolve problems, applying knowledge in complex, difficult or stressful situations.

XI. Take Lead from Manager - Perform all duties as specified by direct manager or other members of the leadership team.

XII. Meet SLAs - Ensure that expectations are met and ensure high customer satisfaction levels through established infrastructure metrics against SLAs.

XIII. Utilize Tools, Processes & Resources - Maintain/resolve all open incidents/requests within the relevant ticket queue in a timely manner. Drive and deliver a customer service approach for IT support issues for end users, using any available tools and resources as necessary and when advised.

XIV. Partner with Other Teams - When necessary and appropriate to achieving good outcomes in relation to all responsibilities, and for delivering on performance targets, partner with the following teams :

a. Coordinate with the DOC (Digital Operations Center) for resolution of major incidents impacting the site and tracking of problem Root Cause Analysis.

b. Receive incidents passed on by the Service Desk, or dispatch back to the Service Desk for further investigation or end user interaction.

c. Engage with 3rd party service providers during incident resolution, including the follow up with an established contact with the vendor.

d. Partner with Premium Support Team as needed, but specifically on new technology introduction projects to ensure the campus is prepared to deploy and support the new solutions.

e. Product support teams (Level 3) in relation to break-fix and root cause analysis.

XV. Meet Standards & Policies - Ensure all business policies and standards relating to client services and IT security and compliance are always met.

XVI. Good Communication - Communicate orally and in writing in a clear and proactive manner, with technical or process information to relevant audiences at all levels of the organization.

XVII. Keep Information Up to date - Maintain relevant site information and knowledge databases including (but not restricted to) : site plans, network diagrams, standard operating procedures, inventories and ensure CMDB is always up to date.