Analyst, End User Services

Singlife is a leading homegrown financial servicescompany, offering consumers a better way to financial freedom. Throughinnovative, technology-enabled solutions and a wide range of products andservices, Singlife provides consumers coantrol over their financial wellbeingat every stage of their lives.

In addition to a comprehensive suite of insurance plans,employee benefits, partnerships with financial adviser channels andbancassurance, Singlife offers investment and advisory solutions through itsGROW with Singlife platform. It also offers the Singlife Account, amobile-first insurance savings plan.

Singlife is the exclusive insurance provider for theMinistry of Defence, Ministry of Home Affairs and Public Officers GroupInsurance Scheme. Singlife is also an official signatory of the United NationsPrinciples for Sustainable Insurance and the United Nations-supportedPrinciples for Responsible Investment, affirming its commitment to finding abetter way to sustainability.

The merger of Aviva Singapore and Singlife was announcedin September 2020 and created one of the largest homegrown financial servicescompanies in Singapore in a deal valued at S$3.2 billion. It was the largestinsurance deal in Singapore at the time. Singlife was subsequently acquired bySumitomo Life in March 2024, one of Japan's leading life insurers, which valuedSinglife at S$4.6 billion, making the transaction one of the largest insurancedeals in Southeast Asia.

Purpose:

The Service Engineer is responsible for the installation,maintenance, troubleshooting, and support of an organization's ITinfrastructure, including hardware, software, and networks. The role involvesensuring smooth and efficient operation of IT systems and providing technicalsupport to employees or clients, resolving any issues or technical challengesthat may arise.

Responsibilities:

. Install, configure, and set up IT equipment,including laptop, mobile devices, printers and software systems.

. Provide second-level support to employees orclients for hardware, software, and network-related issues.

. Provide technical support to users, addressinginquiries, troubleshooting issues, and providing solutions in a timely manner.

. Document all technical issues, solutions, andsystem configurations for future reference.

. Manage and support Windows 11, mobile devicesand macOS environments.

. Provide regular updates and reports on IT systemperformance, incidents, and ongoing upgrades to the IT Manager, ensuring timelycommunication and visibility of key issues and improvements.

. Work closely with the IT team to developsolutions and improve overall IT infrastructure.

. Utilize ServiceNow ticketing system to manageincident, problem, and change management processes.

. Collaborate with cross-functional teams toimplement effective IT support processes.

. Provide comprehensive user training and support.

. Maintain documentation of technical proceduresand solutions.

. Provide on-site and remote technical support tocustomers for any service-related inquiries or issues.

. Provide training to customers or internal teamsas necessary to ensure proper use and maintenance of equipment.

. Handle customer complaints and resolve issuespromptly to ensure satisfaction.

. Stay up to date with product knowledge, newtechnologies, and industry trends.

. Able to support the meeting/event system

Skills and Competencies:

. Strong problem-solving and troubleshootingskills.

. Proficiency in using diagnostic tools andequipment.

. Excellent communication and interpersonal skillsto interact with clients and team members.

. Knowledge of safety protocols and regulations infield operations.

. Ability to work independently and manage timeeffectively in dynamic environments.

Work Environment:

On-Site/Standby Support: Provide on-site orstandby technical support to troubleshoot and resolve hardware and softwareissues directly with clients. This includes tasks such as addressing networkconnectivity problems, printer maintenance and supporting end-user devices(e.g., laptops and desktops). Additionally, assist in the setup and support ofmeetings and events when required.

Varied Work Hours: Field IT Engineers may berequired to work outside standard business hours, especially when setting upsystems or performing maintenance at client locations to avoid disruptingbusiness operations. This could mean working evenings or weekends.

May require occasional after-hours support (sometimes at weekend) and on-call availability.