Job Summary - The Engineer provides technical support to end users on various technical issues and problems relating to hardware and software.
- Responds, documents and resolves service tickets in a timely manner and according to Service Level Agreements.
- Interacts with cross functional teams, understands support requirement, performs ad-hoc root cause analysis, develops checklists for typical problems and defines methods for issue resolution and prevention.
- Required to be on standby with on-call availability, varied shifts including nights, weekends and holidays.
- Understands the service level requirements and strives for continuous service improvement by providing quality technical support to end users.
- He is able to identify inter dependencies when analysing problems and developing creative solutions.
Provide IT Support
- Provide technical support to users
- Perform ad-hoc analysis
- Assist users with hardware and software installations
- Act as a resource for colleagues with less experience
Implement New Systems
- Install hardware equipment, software and maintenance agreements
- Perform acceptance testing of installed/upgraded equipment
- Oversee integration, compatibility and continuing operations of systems to ensure minimal disruption
- Design new methods of highly complex reporting and presentation
- Conduct office automation feasibility studies
Maintain Systems
- Organise system activities including planned maintenance events, system backup processes and disaster recovery drills
- Develop supporting documentation of all activities
- Research alternates to existing software and hardware
Resolve Issues
- Coordinate activities to identify, diagnose and rectify problems with little precedence
- Simulate user problems to resolve operating difficulties
- Develop innovative solutions and/or systems modifications to reduce user problems
- Develop mitigating and/or preventive solutions
- Assist senior leaders in disaster recovery planning and testing
Requirements - 5 years or more experience in Desktop EUC environment using leading methodologies (Windows 7 & 10 platforms) & processes.
- 3 years or more experience in RFP documentation, clarification, negotiation and completion of procurement cycle.
- Successful track record in end to end project management, user, vendor management and as a project lead for small to mid-scale projects.
- Experience in MS Windows environment & application support.
- Strong analytical skills and ability to work independently.
- Effective written and verbal communication skills.
Morgan McKinley Pte Ltd
EA License No: 11C5502
EAP Name: Benjamin Kazuki Tan
Registration No: R1325077
MORGAN MCKINLEY PTE LTD
EA Licence No: 11C5502
Registration No: R1981387
Registration Name: Michelle Sevilla Yamsuan
Learn more...
