Senior IT Support Engineer

Role Summary: As the first point of contact for users for any IT issues, the IT service desk has a big impact on customer experience and how businesses are viewed by customers. As a result, it’s important that their IT service desk is effective, efficient, and always improving. This position is a member of the IT service desk team providing 24x7x365 technical support to all our global offices and affiliates. Reports to: Senior Manager, Infrastructure Roles and Responsibilities: • Manage daily operations of the IT service desk, supervising the service desk team, representing the team to other stakeholders, and helping to ensure that the IT service desk is constantly • developing and improving. • Analyses performance of IT service desk activities and documented resolutions, identify problem areas, devise, and deliver solutions to enhance quality of service and to prevent future problems. • Provide onsite or remote user support for laptops, corporate mobile phones, business applications, and other devices (e.g., multi-Function printer/copier) in the offices. • Proactively monitor IT infrastructure performance and suggest improvement plan. • Perform system administration duties in Hybrid cloud environment; Microsoft Windows server, Microsoft Azure Cloud and Microsoft SQL. • Monitor and ensure optimal system performance for potential bottlenecks, identify possible solutions, and ensure system’s availability and reliability in Production environment. • Perform system patching and ensuring that systems are safe and secure against cybersecurity threats. • Perform data management and backup duties for both cloud systems and applications. • Assist with Vulnerability Assessment & Penetration Test (VAPT) and IT audit exercise with security team members and external vendors. • Involve in the planning and execution of annual IT DR drills. • Provide escalation support per request from various sources; investigate and troubleshoot issues. • Manage vendors and assist with IT procurement. • Responsible for asset management and assist with accurate IT inventory tracking. • Responsible for monitoring tickets in the IT Service Desk system and ensure compliance to SLA. • Conduct ad-hoc training to end users and junior IT support engineers. • Able to do 24x7 standby on rotation basis and provide after-business hours support for urgent escalation from Singapore or regional offices. Requirements: • Diploma or Bachelor in IT/Computing. • Minimum 5 years’ experience in IT industry; proven work experience as a technical support • engineer and demonstrated progressive experience in the supervision of an IT support team. • Strong technical skills in Microsoft 365 suite of products, Microsoft Azure Cloud, Networking and Unified communications/collaboration. • Familiar with IT service desk system such as FreshService, ServiceNOW. • Microsoft 365 Administrator, MCSA/MCSE, CCNA, ITIL v4 Foundation certification will have an added advantage. • Hands-on and strong desktop troubleshooting skills with some level of knowledge on supporting • server, cloud, SaaS, network, and security devices. • Proven track record of developing and providing Service Level Agreements and IT service desk • deliverables. • Helpful, team player, result oriented with pleasant deposition. • Strong communication skills, including the ability to be influential and persuasive with stakeholders and c-suites. • Able to multi-task, work under pressure with can-do attitude. • Solid relationship management and performance management skills.