IT Helpdesk Support

Job Designation : Help Desk Support officer

Work Location: 51 Kee Sun Ave, Singapore 457056

Work Days & Time: Monday to Friday (08.30 AM to 6.00 PM ), Saturday : 08.30 AM to 1.00 PM ( Work from Home )

Salary: $3150 / Per month

Job Description

a) Incident and Problem Management:

(i) Application Support

. Install other 3-party applications upon request

. Fault reporting: CCIS web case assignments and Tebs i-Track ticketing, BC Ticketing, HRiQ Ticketing, etc.

. Making support request to issues related to Microsoft Office 365 platform.

. Microsoft Office Apps Issues, e.g. OneDrive access issues, etc.

. Escalation to L2 Support

(ii) General Support

. Fault reporting: Laptop, Printer, Keyboard, Mouse, Headset, etc.

. Printer Related Support: Install, Configure, Escalate to Vendor.

. Monthly Random Laptop Checks

. User Administration: Staff On-boarding, Staff Off-boarding, Password Reset, Group email, Microsoft Admin Portal, Entra Admin Center, Intune, Azure AD, etc.

. Corporate SIM Card assignment, maintain Mobile number listing.

(iii) Network Support

. Fault reporting: VPN, Internet Connection

. Fortigate Maintenance and Support, e.g. Firmware upgrade, Policy settings, Virtual Private Network (VPN) Password reset and token issuance, domain blacklisting and whitelisting, etc.

. Meraki Device Admin, device whitelisting, blacklisting, etc.

. Sophos Central Admin, Device and user group assignment, etc.

. Ruckus Admin, reset Ruckus APs, adjust settings, etc.

. Cisco Email System support, e.g. Blacklist or whitelist domain, Email tracing, Email policies settings, etc

(iv) Cybersecurity Support

. Send Staff Advisory

. Create KnowBe4 User

. Daily Firewall Security Checks

. Daily Sign-In Checks

(v) 3CX Support

. Assign extension, install and configure 3CX app, maintain extension listing etc

b) Asset Management:

. Asset Issuance, Loan Issuance, Track and maintain asset listings.

. To assist in stock-taking exercise, if required.

. Hardware vendor liaising and coordination for Return Merchandise Authorization (RMA) and Warranty.

c) Service Progress Reports:

. Daily Sign-In Logs Report

. Daily Firewall Security Checks Report

. Daily Helpdesk Ticket Report

. Weekly Helpdesk Ticket Report

. Monthly Helpdesk Ticket Report

. Monthly Open Pending Requests Report by Assigned Digital Information Technology (DIT) Staff

. Yearly User Licensing Report

. Ad-hoc request, e.g. Office 365 User List and Information, User Access Management Report.

. Monthly First Response Time Report (Amount of time between a support ticket submission and the first response from helpdesk)

. Monthly Resolution Time Report (Time it takes to resolve an issue)