IT Onsite Support Asia

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