Job title: IT Support Analyst
Job type: Permanent
Emp type: Full-time
Salary type: Annual
Salary: negotiable
Location: Singapore
Job published: 2022-05-19
Job ID: 84150
Contact name: Sowmyah Narayanan
Phone number: +85239150285
Contact email: sowmyah.narayanan@linksinternational.com

Job Description

Our client is one of the world’s leading entertainment agencies and is looking for Support Analyst to join their team in Singapore. 

The  Support Analyst position encompasses global phone support and desk side support in Singapore and other APAC offices and is the first line of support for customers.The person will also be required to provide backup phone support to other offices when other Tier 1 tech support staff are not available. 

Responsibilities
•    Documenting incidents, problems and requests in the company ticketing system (ServiceNow) and file system (Box/OneDrive)
•    Support the maintenance of the core-services infrastructure hardware assisting and escalating to our remote network engineers
•    Installation, configuration and support of the hardware and software (i.e. OSX, Windows 10, MS office) supported in the environment.  From imaging new systems, IP desk phones to supporting a Teams call between a user and a client
•    Identifying problems in the environment and driving them to resolution; 
•    Supporting multiple and third-party cloud based applications and promote adoption and training of these services with a focus on security 
•    Provide phone and remote troubleshooting support to the other international offices.
•    Provide remote access/troubleshooting and connectivity support to users connected from home or hotel when traveling 
•    Provide meeting and video conferencing support for the overseas office and remote workers

Requirement:

•    Confident in English speaking, reading and writing 
•    Third party relationship management for procurement and management of local IT services
•    Alerting and escalation management for emerging security threats or major system incidents
•    Experience in using a standard ticketing system for processing new incident, problem queries 
•    Experience in supporting and troubleshooting Apple and Lenovo notebooks and desktops
•    Excellent knowledge and troubleshooting experience with MacOS, Windows 10, Microsoft Office 2016, Adobe Creative Suite
•    Experience in supporting Canon/HP color printers and copiers
•    Provide phone + desk side support for mobile devices (iOS, Android, MS Surface)

Desired:

•    Experience using ServiceNow for managing IT Support tickets, Asset management and Change management
•    Has a working knowledge of Microsoft Active Directory, Exchange, Office 365, Box, PingID, for creating and editing user accounts
•    Knowledge and experience with SCCM, InTune and Jamf for Windows and Mac administration, imaging, deployment