12m IT Support Specialist (Up to 6k) #HFT

Job Responsibilities Incident Management • Manage and resolve Level 2 incident tickets escalated from the Service Desk. • Perform incident diagnosis, troubleshooting, root cause analysis and resolution within agreed Service Level Agreement (SLA) targets. • Escalate complex technical issues to relevant global support teams when required. • Provide timely updates to users and stakeholders throughout the incident lifecycle. • Document troubleshooting steps, resolutions and workarounds accurately in the ticketing system. Service Request Fulfilment • Review, prioritise and process service request tickets raised by users or escalated from the Service Desk. • Maintain accurate ticket statuses, action logs and resolution details. • Communicate request progress and completion status to end users. Workplace & Endpoint Support • Provide technical support for desktops, laptops, printers, mobile devices and peripheral equipment. • Troubleshoot operating system, application, hardware and connectivity-related issues. • Minimise user disruption by resolving workplace technology issues in a timely manner. • Support device deployment, replacement and technology refresh initiatives. User Account Administration • Create, modify and remove external user accounts. • Manage access permissions, distribution lists, shared mailboxes, security groups and software access. • Assign, modify and remove SAP roles and authorisations based on approved access requests. IT Onboarding & Offboarding • Prepare, configure and deploy laptops, mobile devices and peripherals for new hires. • Create and assign required user accounts, software and system access. • Conduct IT induction sessions where required. • Recover, sanitise and decommission IT assets for departing employees. IT Asset Management • Maintain accurate inventory records for IT assets and peripheral equipment. • Record asset allocation, transfers, returns and disposals. • Ensure asset information is accurately maintained in relevant asset management systems. Audio Visual (AV) Support • Set up and test AV equipment for meetings, town halls and business-critical events. • Provide support for video conferencing systems, displays, microphones, speakers and presentation equipment. • Provide on-site technical support during business-critical meetings and events. • Troubleshoot AV issues to minimise meeting disruptions. • Coordinate with AV vendors on incident resolution, equipment repairs and installation of new AV equipment. • Coordinate preventive maintenance activities with AV vendors to ensure meeting room and conferencing equipment remain operational. • Maintain documentation, inventory and support records for AV systems and meeting room technologies. Continuous Service Improvement • Identify recurring technical issues and recommend process improvements or automation opportunities. • Support IT projects and operational initiatives as assigned. • Contribute to improvements in end-user experience and IT service quality. Requirements • Relevant Diploma, Degree or equivalent qualification in Information Technology, Computer Science or a related discipline. • Relevant experience in IT support, service desk, desktop support or workplace technology support. • Experience troubleshooting hardware, software, operating system and network/connectivity issues. • Familiarity with IT service management processes, ticketing systems and SLA-driven support environments. • Experience with user account administration and access management is advantageous. • Familiarity with SAP roles and authorisations is an advantage. • Experience supporting AV and video conferencing equipment is advantageous. • Good troubleshooting, analytical and problem-solving skills. • Strong communication and stakeholder management skills. • Good organisational skills with the ability to manage multiple incidents and service requests. • Ability to work independently while collaborating effectively with local and global support teams. • Strong attention to detail and commitment to accurate documentation. For interested candidates, please submit your latest resume to jacquelinefong@recruitexpress.com.sg Jacqueline Fong Hsin Ting (R21103226) Recruit Express Pte Ltd Company Reg. No. 199601303W EA License Number: 99C4599