Job title:
IT Support Analyst
Position Reports to:
IT Service Delivery Manager
Location:
Singapore (onsite and remote)
What is the purpose of the role:
To provide the first and second line point of contact between the business and the IT department for incident and service request management for the APAC region.
- To log all incidents and service requests in the Ebiquity IT service management tool, Manage Engine. The interactions can take place through multiple channels e.g. phone, email, face-to-face or IM
- To regularly check the unassigned queue in the ITSM tool and promptly and accurately reassign tickets to the relevant resolver group
- Responsible for, deploying, configuring, supporting user devices (Laptops, workstations, smart devices, printers)
- Work closely with third-party IT service providers to maintain effective relationships and ensure high-quality support delivery
- To either resolve or escalate incidents and service requests in a timely manner and according to service level agreements (SLAs)
- To carry out the following daily checks: Service Desk (Manage Engine), Backups. Where an issue is identified, a ticket needs to be raised in the ITSM tool and actioned appropriately
- Troubleshooting / repairing Laptops, and installations
- To carry out user administration (e.g., new starter account creation/leaver)
- To provide input to process documentation
- Creating, modifying and restoring backups
- Restarting Azure VMs and services
- Troubleshooting and modifying web proxy rules
- Working with our MDR provider and resolve security threats
- Adding devices to Intune/Autopilot
- RMM Tool - Utilise the tool to troubleshoot and support user devices
- Using cloud dashboards to trouble shoot Wi-Fi, switch and firewall connectivity
- Troubleshooting VPN client issues
- Minimum 2 years experience
- Good technical knowledge of Windows operating systems
- Knowledge of WI-FI, network switches, firewalls
- Windows Server 2012 to 2019 administration experience
- Active Directory and Entra administration and management
- Microsoft product support (Excel, Outlook, Word, PowerPoint)
- Microsoft Office 365 support and administration
- Support of mobile devices with MDM
- Strong communication skills
- Good customer service skills
- Good analytical/problem-solving skills, especially in continual service improvement
- Ability to work well under pressure with an eye for detail
- Passion for technology
- Willingness and enthusiasm to learn is essential with a can-do approach
- Self-motivated and organised
- Must be a team player
We are a global fast-growing company which offers a variety of opportunities for you to develop your skill set and career.Growth in an international environment, working in a highly collaborative and multidisciplinary team.
