Senior Desktop Support Specialist

OPTIMUM SOLUTIONS (SINGAPORE) PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading IT and Consulting company in Singapore is seeking a Senior Desktop Support Specialist to provide exceptional IT support for VIP users. The ideal candidate will have over 4 years of experience in IT Desktop Support and a strong proficiency in both Windows and Mac operating systems. Responsibilities include troubleshooting desktop issues, training users, and managing AV equipment for events. This role promises a dynamic working environment with potential challenges in technical support.

Qualifications

• 4+ years of IT Desktop Support experience required.
• Recent experience supporting VIP users for at least 2 years.
• Experience with mobile device troubleshooting and configuration.

Responsibilities

• Provide IT support in person and remotely to employees.
• Conduct training sessions to improve users' technical skills.
• Assist users in maximizing Office 365 tools.

Skills

IT Desktop Support experience

Support for VIP users

Windows and Mac OS proficiency

Networking knowledge

Customer service skills

AV equipment support

Tools

Office 365 software

Remote support tools

Job description

Optimum Solutions (Registration Number: 199700895N) is Singapore's leading Information Technology, Consulting and Professional Services company with competence in digital transformation, automation, robotics, cloud, big data, analytics and emerging technologies projects. Optimum has been successfully delivering IT projects since 1997 and has been a key IT service provider to clients delivering software design, development, engineering and IT transformation projects.

Role: Senior Desktop Support Specialist

Job Responsibilities

• 4+ years total IT Desktop Support working experience is required.
• Provide support on IT request and break-fix to employees in person and through phone calls, chats and emails.
• Must have recent working experience in supporting VIP users for at least 2+ years.
• Provide technical support for mobile device issues using ABM and Samsung KNOX, including setup, configuration, connectivity, and application troubleshooting.
• Respond quickly to cyber, malware alerts and location outages.
• Utilize remote support tools to diagnose and resolve desktop issues efficiently, regardless of user location.
• Proficiency with Windows and Mac operating systems, common desktop applications, and basic networking knowledge.
• User Coaching: Conduct one-on-one or group training sessions to help users improve their technical skills and better understand the tools and applications they use.
• Self-Service Adoption: Promote and increase the adoption of user self-service tools and resources, reducing the dependency on direct IT support.
• Office 365 Consulting: Serve as a consultant for Office 365 products, assisting users in maximizing the benefits of tools such as Outlook, Teams, OneDrive, SharePoint, and other Office 365 applications.
• Set up, configure, and troubleshoot AV equipment for meetings, presentations, and events.
• Provide on-site and offsite technical support during events to ensure smooth operation of all AV equipment and systems.
• Perform regular maintenance and testing of AV equipment to ensure reliability and optimal performance.
• Work closely with event organizers to understand technical requirements and ensure all AV needs are met.
• Assist in the planning, implementation, and troubleshooting of AV system upgrades to ensure seamless transitions and enhanced functionality.
• Provide dedicated and personalized desktop support to VIP users, ensuring prompt resolution of technical issues and exceptional service quality.
• Perform & support continuous improvement including innovation & solutioning to increase efficiency and quality of deliverables.
• Provide excellent customer service, maintaining a positive and professional demeanour while addressing user concerns and requests.
• Provide hands-on support for networking devices and facilitating network upgrades.
• Manage IT Rooms e.g. alerts etc
• Support IT maintenance including power shutdown & DR.
• Leverage Office 365 tools internally to boost engagement and efficiency within the support team
• Provide efficient desktop support across multiple locations, ensuring seamless remote assistance and issue resolution.