We are looking for a IT Support Technician to join our team.
The IT Support Technician will serve as the primary IT contact for the Singapore and Vietnam branches, responsible for delivering comprehensive end-to-end support in alignment with established IT standards and service level agreements. This role involves close collaboration with Group IT, local management, end-users, and technology teams. The IT Support Technician is accountable for ensuring that all incidents and service requests are accurately documented in ServiceNow, thoroughly analysed, effectively resolved, and communicated back to stakeholders within acceptable timeframes. The position will be based at either the Singapore or Malaysia office and focuses on providing both onsite and remote support to end-users in the branches and throughout the division as needed.
Responsibilities
- Troubleshoot, resolve, and escalate reported incidents in ServiceNow (ticketing system) as needed.
- Escalate unresolved issues to the appropriate support teams or vendors.
- Monitor ServiceNow to provide timely remote support and ensure operational issues are addressed promptly.
- Ensure all communications (calls, chats, in-person interactions) are accurately logged in ServiceNow.
- Respond to client inquiries, take ownership of user problems, and proactively address user issues.
- Assist with ad-hoc IT support requests, including software troubleshooting and hardware installations.
- Promote the IT Connect Service Portal (ServiceNow) and guide users on incident and service request creation.
- Prepare clear instructions and documentation for internal clients.
- Order and configure computer systems, mobile devices, and peripherals in accordance with Keller Group IT standards.
- Manage users and devices in Intune or Active Directory, and maintain asset records in ServiceNow to forecast and manage spare device inventory.
- Ensure new users are properly onboarded with Keller-enrolled devices, following Group IT procedures.
- Ensure all requests comply with company policies and procedures.
- Liaise with approved vendors and suppliers to confirm deliveries and arrange support.
- Provide information and assistance for Keller Group IT initiatives as requested.
- Attend internal Keller IT meetings and contribute as needed.
- Deliver exemplary customer service for all support inquiries, consistently upholding service management standards and meeting SLA obligations.
- Administer the Proofpoint portal for email management.
Requirements
- 3-5 years of experience with Service Desk support or an equivalent role.
- Ability to assess and prioritize issues while organizing daily responsibilities.
- Good verbal communication in English languages.
- Excellent customer service skills.
- Attention to details.
- Ability to work collaboratively in a team environment.
- Ability to be independent and find solutions to problems that may not be immediately apparent.
- Be directly accessible and responsive to users especially remote employees with limited time.
- Ticketing system, Remote support tools, Windows 11, Microsoft Office 365, Active Directory experience preferred.
- ITIL certification is a plus.
What We Offer - Benefits
- Annual Leave, Medical Insurance, Medical Leave, Variable Bonus, Learning & Development Opportunities, Referral Rewards & Employee Assistance Programme
- Global & Regional networking opportunities
- Friendly team and enjoyable working environment
We encourage applications from the right candidates regardless of age, gender identity, sexual orientation, religion, belief or race. Learn more about Keller's Inclusion Commitment at https://www.keller.com/how-we-work/diversity-equity-and-inclusion
Find out more here:
https://www.keller.com/
