IT Onsite Support Asia

Title: IT Onsite Support Asia - Fuku

URL Source: https://apply.workable.com/j/3AA331BE5D

Markdown Content: General Description

IT Onsite Support is responsible for managing day-to-day IT operations, with a primary focus on addressing end user requests and incidents. The ideal candidate should demonstrate strong technical skills, customer focus, attention to detail, problem-solving abilities, multitasking capability, and computer proficiency.

Key Features of the Position

Essential Responsibilities and Duties:

• Provide second-line investigation and diagnosis for IT issues.

• Resolve and close incidents/service requests according to help desk procedures and within allocated timelines.

• Escalate unresolved incidents/service requests within agreed timescales.

• Log relevant incident/service request details as per help desk procedures.

• Communicate with clients regarding incident progress.

• Troubleshoot and resolve PC incidents and/or VIP requests.

• Ensure tickets are updated at all times until issues are resolved.

• Liaise with clients, other IT support groups, and third-party providers as necessary.

• Coordinate with vendors for hardware repair.

• Perform staging of PCs and laptops.

• Carry out IMAC (Install, Move, Add, and Change) activities.

• Administer mobile phone requests (Corporate SIM card).

• Provide support for Markets (Trading) with their unique workstation setups and requirements.

• Support night desk staff who work outside standard office hours.

• Prepare video conferences upon request.

• Assist with special event coverage.

• Create and maintain documentation.

Regulatory Responsibilities &/or Risk Management:

• Ensure ethical and compliant behavior within the area of responsibility by demonstrating appropriate values and behaviors, including but not limited to:

• Honesty and integrity

• Due care and diligence

• Fair dealing (treating customers fairly)

• Management of conflicts of interest

• Competence and continuous development

• Adequate risk management

• Compliance with applicable laws and regulations

Skills Requirements of the Position

Personal and Social:

• Strong oral and written communication skills, especially in English.

• Ability to analyze, interpret, and apply regulatory material and internal controls.

• Willingness to be on standby and available for ad-hoc work activities during off days or non-office hours to support IT-related activities.

• Excellent customer interface skills; proactive, independent, self-motivated, and able to work under pressure.

• Good interpersonal communication skills.

Professional and Technical:

• 2 to 4 years of working experience with desktop/network equipment in an IT environment, providing onsite support.

• Possess an ITE or Diploma in Computing, Electrical/Electronic Engineering, or a related field of study.

• Proficient in using a variety of office software, specifically Word, Excel, PowerPoint, SharePoint, and Outlook.

• Ability to write technical support documentation is a plus.

Reporting Line

• Functionally reports to Lead IT Onsite Support Asia.

Further Information

• Region/Division: Asia Information Technology

• Location: Singapore