IT Support Engineer/Lead
Role:IT Support Engineer/Lead
Work Location: Changi Airport T1 to T5
JD:
Provide L2 On-site/Remote IT Support and fulfill service requests for Client employees in all Client locations.
Asset Tracking: Track all corporate devices from purchase to disposal.
Ticket Management: Responsible for the end-to-end process of all new tickets in the ESM tool, including:First call resolution Logging of tickets Escalation of tickets Regular follow-ups with users Tracking ticket closure within agreed SLA
ESM Tools: Utilize tools like ServiceNow to manage all ESM tickets, adhering to response and resolution times based on ticket severity. Document key actions accurately.
VIP Support: Provide dedicated support for approximately 200 VIP users, including after-hours support for VP and above (with advance notice from the EDX team).
Corporate Systems Support: Provide CAG employees with information and support related to corporate systems and guide them on self-service support.
System Health Monitoring: Monitor corporate systems and escalate abnormalities to the Team Lead.
Incident Management: Escalate company-wide incidents (disruptions or outages) to the Team Lead.
Service Improvement Plans: Assist in implementing approved service improvement plans from the EDX team.
Adherence to ITIL Processes: Follow ITIL processes and frameworks to ensure best practices in IT service management.
IT Service Desk Playbook: Follow established processes and best practices within the IT Service Desk playbook, facilitating self-service troubleshooting.
Team Collaboration: Contribute to a positive team environment, embracing a culture of excellent customer service and continuous improvement.
Continuous Learning: Continuously update skills and knowledge to stay current with industry trends and technologies.
Education:
Degree in Computer Science, Information Technology, or a related field Diploma in Computer Science, Information Technology, or a related field (required).
Certifications: Preferred but not mandatory:
Microsoft 365 Certified: Endpoint Administrator Associate
Microsoft 365 Certified: Fundamentals
CCNA
ITIL 4 Foundation Certification
Technical Skills:
Windows OS: Proficiency in Active Directory, corporate networks, and troubleshooting for Windows laptops.
macOS/iOS: Expertise in macOS, iOS device management, and troubleshooting.
Microsoft 365: Strong proficiency in Microsoft 365 applications and services, including Microsoft Azure.
Endpoint Protection: Experience with web proxy, remote browser isolation, and endpoint detection & response solutions.
AV Solutions: Familiarity with meeting room video conferencing and AV solutions troubleshooting.
ESM Tools: Proficiency in using ESM tools like ServiceNow.
Experience:
At least 5 years of experience in a service desk or technical support role, with exposure to a variety of devices and applications in a corporate environment. Experience as a system engineer/system administrator in systems
Role:IT Support Engineer/Lead
Work Location: Changi Airport T1 to T5
JD:
Provide L2 On-site/Remote IT Support and fulfill service requests for Client employees in all Client locations.
Asset Tracking: Track all corporate devices from purchase to disposal.
Ticket Management: Responsible for the end-to-end process of all new tickets in the ESM tool, including:First call resolution Logging of tickets Escalation of tickets Regular follow-ups with users Tracking ticket closure within agreed SLA
ESM Tools: Utilize tools like ServiceNow to manage all ESM tickets, adhering to response and resolution times based on ticket severity. Document key actions accurately.
VIP Support: Provide dedicated support for approximately 200 VIP users, including after-hours support for VP and above (with advance notice from the EDX team).
Corporate Systems Support: Provide CAG employees with information and support related to corporate systems and guide them on self-service support.
System Health Monitoring: Monitor corporate systems and escalate abnormalities to the Team Lead.
Incident Management: Escalate company-wide incidents (disruptions or outages) to the Team Lead.
Service Improvement Plans: Assist in implementing approved service improvement plans from the EDX team.
Adherence to ITIL Processes: Follow ITIL processes and frameworks to ensure best practices in IT service management.
IT Service Desk Playbook: Follow established processes and best practices within the IT Service Desk playbook, facilitating self-service troubleshooting.
Team Collaboration: Contribute to a positive team environment, embracing a culture of excellent customer service and continuous improvement.
Continuous Learning: Continuously update skills and knowledge to stay current with industry trends and technologies.
Education:
Degree in Computer Science, Information Technology, or a related field Diploma in Computer Science, Information Technology, or a related field (required).
Certifications: Preferred but not mandatory:
Microsoft 365 Certified: Endpoint Administrator Associate
Microsoft 365 Certified: Fundamentals
CCNA
ITIL 4 Foundation Certification
Technical Skills:
Windows OS: Proficiency in Active Directory, corporate networks, and troubleshooting for Windows laptops.
macOS/iOS: Expertise in macOS, iOS device management, and troubleshooting.
Microsoft 365: Strong proficiency in Microsoft 365 applications and services, including Microsoft Azure.
Endpoint Protection: Experience with web proxy, remote browser isolation, and endpoint detection & response solutions.
AV Solutions: Familiarity with meeting room video conferencing and AV solutions troubleshooting.
ESM Tools: Proficiency in using ESM tools like ServiceNow.
Experience:
At least 5 years of experience in a service desk or technical support role, with exposure to a variety of devices and applications in a corporate environment. Experience as a system engineer/system administrator in systems