Reed Business Information is looking for a bright and dynamic, hands-on 2nd line support analyst to join a talented and highly valued team, working from our main Asia office, based in Singapore.

For this role, you will need be a strong communicator who gets on well with others and someone who understands the importance of good customer service. You must also have a good attention to detail, be reliable and highly organised.

You will be working as part of a team within our 130+ global technology Infrastructure and Operations Group, and supporting 4000+ Windows and MacOS users.

What the role involves:

• You will be providing multi-site IT second level support services to internal employees with incidents involving desktop, laptop, telephone, voice mail, printers, mobile devices, video conferencing, associated peripherals, and related technologies.
• Resolving incidents by email, telephone, IM and face-to-face
• Supporting activities that can entail onsite/hands on and remote services and administration.
• Providing timely resolution of incidents, or escalation on behalf of customers, to appropriate technical personnel, and updating tickets in the Global Service Management tool with complete and accurate information in a timely fashion.
• Providing status updates to management and customers.
• Supporting and maintain effective relationships with customers.
• Collecting and maintaining information and providing management reports on inventory, project, incident, service request status, and ad hoc data as required.
• Providing hands-on support for server and network hardware and software as directed by operations services owners and appropriate engineering resources.
• Providing support as required for training rooms and external conferences and expositions.
• Liaising with 3rd line technical teams in UK/USA and providing local assistance as directed.

Required/Essential Skills

• Fluent in spoken and written English, with above average communication skills
• Previous enterprise experience supporting both MacOS and Windows
• Troubleshooting Outlook, including problems connecting to Exchange/Office 365
• Connecting via a VPN, using multifactor authentication
• ITSM software, such as TOPdesk, Service Now, Remedy
• Connecting mobile devices (iOS, Android, Windows) to a corporate infrastructure
• Citrix client troubleshooting
• Familiarity with software deployment/endpoint management tools (Altiris or SCCM) and remote control tools
• Basic PowerShell

Education/Experience required:

• 2 Years’ experience in a similar role
• A + certification preferred
• Mac OS X Experience

The Company:

Part of the $10bn FTSE100 RELX Group, Reed Business Information ( ) is a globally renowned data analytics and information company. We are a technology driven organisation and with an international portfolio of leading online brands and offices from California to Singapore, we are listed amongst the World’s top-100 “online superpowers”. Reed Business Information brings market leading brands to an audience of millions of decision makers worldwide through its multi-platform media of data services, online lead generation services, community websites, magazines and events. Reed Business Information, as a division of RELX, is an Equal Opportunity/Affirmative Action Employer.