Job Description

Responsibilities

Provide Level 2 technical support, troubleshooting and resolution for incidents involving end-user devices, servers, cloud services and applications.
Monitor IT systems and services and leverage monitoring and alerting tools to identify and resolve issues proactively.
Perform root cause analysis and implement improvements to prevent recurring incidents.
Introduce automation for common support tasks using scripting or by collaborating with development teams.
Optimise IT Service Management (ITSM) workflows and automation to improve support processes and service levels.
Prioritise, schedule and escalate technical issues to the appropriate support teams when required.
Document troubleshooting steps, resolutions and actions taken throughout the incident lifecycle.
Perform preventative maintenance for servers and IT services.
Conduct post-resolution follow-ups with users and stakeholders.
Provide technical guidance, training and support to end users.
Install, configure, test, maintain and troubleshoot workstation hardware, network peripherals, networking equipment, servers and cloud services.
Maintain IT asset information and inventory, including computers, monitors, printers, scanners and other peripherals.
Configure and test customised solutions across different platforms and operating systems.
Monitor system performance and provide relevant performance statistics.
Provide Level 1 support when required during periods of high workload or reduced team capacity.
Analyse support trends and documented resolutions to identify opportunities for continuous improvement.
Work closely with Level 1 and Level 3 support teams and business users to improve monitoring, troubleshooting, ticket handling and overall support processes.
Research and evaluate hardware and software products to support procurement and technology initiatives.
Assess mobile and web applications before deployment to end users.

Requirements

Degree in Information Technology or a related field, with 5 years of equivalent experience in a similar role.
Strong hands-on experience in Microsoft Office 365 (O365) services.
Good knowledge of Microsoft Azure Cloud, including IaaS and PaaS services.
Good knowledge of Windows Server and Windows11.
Experience with Microsoft IIS, .NET application support and client-server application architecture will be highly preferred.
Exposure to Microsoft Power Apps.
Scripting experience in PowerShell, Python or Bash is highly preferred.
Good knowledge of mobile application support and diagnostics, particularly Apple products.
Knowledge of Mobile Device Management (MDM),especially Microsoft Intune.
Good understanding of ITSM tools and automation, such as ServiceNow, ServiceDesk or ManageEngine.
ITIL certification is highly preferred.
Strong troubleshooting, analytical and problem-solving skills.
Good communication and stakeholder management skills.
Ability to work collaboratively with technical teams, business users and external partners.

Additional Requirement

Willingness to participate in a rotating after-hours/on-call support roster is required.
Rostered after-hours support will generally not occur more frequently than once every three weeks, subject to operational requirements.
Applicable on-call remuneration and a work mobile phone will be provided in accordance with company policies and employment conditions.

To apply, please visit www.gmprecruit.com and search for Job Reference: 8X589XRV

To learn more about this opportunity, please contact Yingying at [Confidential Information]

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239