Senior Technology Support Analyst

Capital Group; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Capital Group Singapore is seeking a Technology Support Analyst III to provide senior-level end-user support, resolving complex hardware and software issues and coordinating with global teams to maintain high service quality.

The role emphasizes automation, AI-assisted diagnostics, knowledge base maintenance, and adherence to security and SLAs while delivering an excellent user experience.

Qualifications

• Proficient to advanced knowledge of Windows, macOS, mobile, and tablet operating systems.
• Strong troubleshooting and analytical skills to resolve advanced issues.
• Understanding of security principles and practices for end-user tech support.
• Ability to collaborate with cross-functional teams and communicate effectively.
• Experience with support tools including remote assistance, diagnostics, and dashboards.

Responsibilities

• Provides senior-level virtual and in-person technical support for associates.
• Serves as escalation point for Level 1/2, handling complex hardware, software, and connectivity issues.
• Manages incidents and requests, ensuring timely resolution per SLAs.
• Participates in major incidents with triage, troubleshooting, and post-incident knowledge capture.
• Maintains high-quality ticket documentation and contributes to knowledge bases.
• Creates and maintains SOPs and end-user knowledge for consistent service delivery.
• Uses approved tools and AI capabilities to improve support effectiveness and communication.
• Collaborates with global and regional teams to support infrastructure and service continuity.

Skills

Windows/macOS

Hardware

Security awareness

Troubleshooting

Remote tools

AI capabilities

Communication

Team collaboration

Tools

ITSM

Remote assistance

Diagnostic software

Dashboards

Automation

Job description

Capital Group Singapore is seeking a Technology Support Analyst III to provide senior-level end-user support, resolving complex hardware and software issues and coordinating with global teams to maintain high service quality.

The role emphasizes automation, AI-assisted diagnostics, knowledge base maintenance, and adherence to security and SLAs while delivering an excellent user experience.