Based in Singapore, Sompo Holdings (Asia) Pte. Ltd., is the regional headquarters for our Asia Pacific entities, except Japan, and is part of Sompo International Holdings. Collectively, the companies are under the global extension of the Sompo Holdings Group (Sompo Group) headquartered in Tokyo, Japan. With more than 70 years of trusted presence in Asia, our business spreads across 12 markets with over 4,500 employees in the region.
As a leading non-life insurance company globally, we have forged strategic partnerships to access a wider network of resources and distribution to provide the best solutions for our customers, while keeping up with the evolving trends of digitalization and innovation. The Sompo Group strives to contribute to the security, health and wellbeing of our stakeholders, customers, and society by providing more than just insurance.
The Group operates its business in 28 countries and regions worldwide, including the Americas, Europe, Asia, Oceania, Middle East, and Africa.
Job Summary:
We are seeking an experienced IT Service Desk Engineer to join our dynamic IT team at our APAC Regional Headquarters (RHQ) office in Singapore. This role will be responsible for managing and resolving IT incidents and service requests using our ITSM tool. Tasks include providing onsite and remote support for end-user computing hardware and software, including PCs, mobile devices, printers, productivity tools (MS Office Suite), and unified communications (Webex). Additionally, this role involves collaborating with IT teams across various APAC group companies to support regional IT initiatives. Occasional travel to other Sompo office locations may be required. This position offers an excellent opportunity to be part of a growing organization and a regional IT function.
Main areas of responsibility:
- Provide first and second-level support for IT incidents and service requests, ensuring timely resolution and high customer satisfaction.
- Monitor, manage, and resolve tickets using the ITSM tool; escalate complex issues to appropriate resolver teams or vendors as needed.
- Image, install, configure, and maintain end-user hardware and software (desktops, laptops, mobile devices, printers, etc.).
- Troubleshoot and resolve hardware and software issues for end users, applying root cause analysis and documenting solutions.
- Process requests such as user provisioning, onboarding/offboarding, and video conference setup support (MS Teams Events, Webex Events/Webinars).
- Create, review, and update documentation, including Standard Operating Procedures and user training materials.
- Interface with vendors for hardware/software servicing and support.
- Lead or assist in small-scale IT projects, including deployment of new products and services.
- Ensure compliance with security policies and procedures, including endpoint protection and patch management.
- Provide training and guidance to end users and junior IT staff as needed.
- Maintain accurate records of incidents, requests, and resolutions in the ITSM tool.
Qualifications, Skills and Experience:
- Minimum 5 years of desktop support experience in an enterprise environment.
- Strong knowledge and experience of Microsoft Windows 7/10/11 and Office (including Office 365).
- Experience with Active Directory, Microsoft Entra ID, and SCCM for software deployment and administration.
- Familiarity with Virtual Desktop Infrastructure (Azure Virtual Desktop), and mobile device management (Microsoft Intune).
- Hands-on experience with unified communications platforms (MS Teams, Cisco Webex, Cisco Webex hardware platforms, and associated peripherals such as Barco ClickShare).
- Knowledge of endpoint security solutions (Crowdstrike, Bitlocker), CyberArk, and Splunk.
- Experience in onboarding, offboarding, patch/update management and automation tools (Nomad, scripting).
- MAC OS support experience is a plus.
- Professional certifications such as Microsoft MSCE/MCITP, ITIL, or equivalent are highly desirable; additional qualifications in security, cloud, network, or infrastructure domains are a plus.
- Excellent customer service orientation, organizational skills, and attention to detail.
- Strong interpersonal, written, and verbal communication skills.
- Ability to document processes and procedures for team and end-user reference.
- Capable of working independently and as part of a team, with a proactive approach to learning and mentoring.
- Effective decision-making, negotiation, and critical thinking skills.
Education:
- Relevant degree or certification(s) preferred or equivalent experience
