Senior IT Support Engineering Specialist

Gilead Sciences, Inc.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading biopharmaceutical company in Singapore is seeking an experienced IT Support Specialist to provide white-glove service for executive staff. This role requires at least 5 years of experience managing support for VIPs and a strong technical knowledge base, including expertise with various systems and applications like Service Now and MS Intune. The ideal candidate demonstrates exceptional customer service, effective communication, and flexibility to work in a dynamic environment. Competitive relocation packages may be offered.

Qualifications

• 5+ years of experience providing support to VP's and C-level Executives.
• Experience with Tier II level exposure in a multinational company.
• Open to candidates with Executive level support experience.

Responsibilities

• Provide onsite and remote white-glove IT support for VIPs.
• Manage IT project rollouts for VIPs and assistants.
• Communicate clearly with executive customers.
• Provide break-fix support, setup workstations, and troubleshoot networks.

Skills

White-glove support

Customer-first communication

Technical troubleshooting

Event support

Education

Bachelor’s Degree in Computer field or IT Certifications

Tools

Service Now

MS Intune

Zoom

Cisco AnyConnect

Adobe Acrobat

Job description

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.

Job Description

Responsibilities

• Provide onsite and remote white-glove IT support for Gilead VIPs (VP and above) and their administrative assistants as well as regular users.
• Manage and support IT project rollouts for VIP’s and Administrative assistants.
• Drive a seamless and amazing onboarding experience for our new hires and VIPs.
• Create tickets for all issues and document the root cause using Service-Now.
• Escalate issues to Tier II and Tier III including external vendors when necessary. Consistently meet or exceed our defined SLA expectations. When necessary, participate in creating knowledge articles and videos to enable the team and customers with technology. Work closely with the Service Desk.
• Flexible working hours to support early morning and late evening coverage, as well as rotational weekends and holidays.
• Communicate with a customer-first approach both verbally and in written form with our executive customers.
• Provide break-fix support and resolve in timely manner. Provide basic home network troubleshooting, audio/visual, and workstation setup.
• Showcase your knowledge by training other employees on new applications, hardware, software and more. Work with various IT groups to be the point person at the office to perform important tasks: troubleshooting network connectivity, testing Audio/Visual (AV) equipment, and handling inventory. Provide virtual and/or physical Event Support during Executive meetings and smaller meetings in event spaces.
• Assist with projects assigned including testing and supporting new technologies.
• Travel between offices and offsite event locations when necessary.

Requirements

Experience

• At least 5 years of experience supporting VP’s, Administrative Assistants and C-Level Executives. Providing white-glove support for VPs Administrative assistants and their respective Executives.
• Experience in multinational company prefer with Tier II level exposure.

Education

• Bachelor’s Degree in the Computer field and/or Information Technology Certifications.
• Open to consider candidates with Executive level support experience in the field.

Applications and Technology Support

• TruU Support and administration
• NetSkope support
• Service Now ticket support
• Safe Console Encrypted USB portal
• MS Intune Support (BYOD)
• Microsoft Intune Administration
• Apple Business Manager
• Exchange admin center
• Office 365 administration
• Bit locker administration
• AT&T hotspot support
• Active Directory administration
• RSA Token \ VPN administration
• Adobe Acrobat Support
• Zoom client / administration
• MS Teams Support
• MS One Drive Support
• Windows 11 Pro support
• Mac OSX and iPad IOS Support
• Android OS support
• JAMF support administration
• iPad / mobile support
• Dell laptop / desktop
• Microsoft Surface Pro
• Cisco AnyConnect Support
• Citrix support
• VMware support
• MS Edge/Goggle/Firefox Browser support
• Printer Support / Uniflow Secure Print
• MFA Authentication support and administration
• Remote support tools
• SCCM support
• Blanco (HD Wipe) decommission / e-waste
• Set up Poly 20 /Cisco /Avaya phone support
• Remote Access Point support
• Zoom, Skype, WebEx, Cisco Conference Room Support
• Zoom VIP Personal Interface DTEN support

For Current Gilead Employees and Contractors

Please apply via the Internal Career Opportunities portal in Workday.

Gilead Sciences, Inc. is a biopharmaceutical company that has pursued and achieved breakthroughs in medicine for more than three decades, with the goal of creating a healthier world for all people. The company is committed to advancing innovative medicines to prevent and treat life‑threatening diseases, including HIV, viral hepatitis and cancer. Gilead operates in more than 35 countries worldwide, with headquarters in Foster City, California.