Technical Support (Mobile Taskforce (TF))

Company Description

Mindteck is a global engineering and technology solutions company with expertise in Embedded Systems, Enterprise Applications, Testing, Data Services, Cloud, and IoT. Since 1991, Mindteck has served Fortune 1000 companies, start-ups, universities, and government entities globally. The company is publicly traded on the Bombay Stock Exchange and the National Stock Exchange. Mindteck is located in various countries with development centers in India and appraised at Level 5 of the CMMI Institute’s Capability Maturity Model Integration.

Role Description

This is a contract on-site role for a Technical Support (Mobile Taskforce) position located in Jurong East. The role involves providing technical support, troubleshooting mobile devices, ensuring customer satisfaction, and delivering excellent customer support.

The scope of the Mobile Taskforce (TF) as outlined in the tender specification includes the following responsibilities.

• The Mobile Taskforce (TF) is a roaming team of about 8 staff members responsible for providing technical onsite support across approximately 21 Training Institutes.
• The team supports around 18,000 computing devices.

• The TF augments the Technical Support Team (TST) at the Training Institutes (TI) when additional support is needed.

• The TF proactively monitors the performance and resource utilization of the NGLS (Next Generation Learning System) IT systems.
• The team makes recommendations to the Authority for system upgrades or improvements when necessary.

• The TF performs inspections and audit checks on NGLS IT systems upon instructions from the Authority to ensure compliance and optimal system performance.

• The TF coordinates with vendors and maintenance teams for system maintenance activities, including facilitating testing in a QA environment before any changes are deployed to the production environment.

• The TF supports the deployment of new applications or system changes into the production environment, including configuring network traffic routing and firewall policies.

• The TF is responsible for timely patching of all NGLS IT systems and software/firmware to address security vulnerabilities, ensuring compliance with the Authority’s standards.
• The team ensures that patches do not impact system compatibility, stability, functionality, safety, or performance.

• The TF configures and maintains the management tools, such as Microsoft System Center, Nessus Scan Vulnerability Scanner, and Symantec End Point Protection, to support the maintenance of servers, virtual machines, and other services.

• The TF assists in security incident investigations and implements mitigating measures in response to security threats as directed by the client.

• The TF ensures proper documentation of all activities, including system patches, configurations, and audits.
• The team submits regular reports on their activities, including any outstanding repairs or issues, to the Authority.