IT Onsite Support Asia

General Description

IT Onsite Support is responsible for managing day-to-day IT operations, with a primary focus on addressing end user requests and incidents. The ideal candidate should demonstrate strong technical skills, customer focus, attention to detail, problem-solving abilities, multitasking capability, and computer proficiency.

Key Features of the Position

Essential Responsibilities and Duties:

\- Provide second-line investigation and diagnosis for IT issues.

\- Resolve and close incidents/service requests according to help desk procedures and within allocated timelines.

\- Escalate unresolved incidents/service requests within agreed timescales.

\- Log relevant incident/service request details as per help desk procedures.

\- Communicate with clients regarding incident progress.

\- Troubleshoot and resolve PC incidents and/or VIP requests.

\- Ensure tickets are updated at all times until issues are resolved.

\- Liaise with clients, other IT support groups, and third-party providers as necessary.

\- Coordinate with vendors for hardware repair.

\- Perform staging of PCs and laptops.

\- Carry out IMAC (Install, Move, Add, and Change) activities.

\- Administer mobile phone requests (Corporate SIM card).

\- Provide support for Markets (Trading) with their unique workstation setups and requirements.

\- Support night desk staff who work outside standard office hours.

\- Prepare video conferences upon request.

\- Assist with special event coverage.

\- Create and maintain documentation.

Regulatory Responsibilities &/or Risk Management:

\- Ensure ethical and compliant behavior within the area of responsibility by demonstrating appropriate values and behaviors, including but not limited to:

\- Honesty and integrity

\- Due care and diligence

\- Fair dealing (treating customers fairly)

\- Management of conflicts of interest

\- Competence and continuous development

\- Adequate risk management

\- Compliance with applicable laws and regulations

Skills Requirements of the Position

Personal and Social:

\- Strong oral and written communication skills, especially in English.

\- Ability to analyze, interpret, and apply regulatory material and internal controls.

\- Willingness to be on standby and available for ad-hoc work activities during off days or non-office hours to support IT-related activities.

\- Excellent customer interface skills; proactive, independent, self-motivated, and able to work under pressure.

\- Good interpersonal communication skills.

Professional and Technical:

\- 2 to 4 years of working experience with desktop/network equipment in an IT environment, providing onsite support.

\- Possess an ITE or Diploma in Computing, Electrical/Electronic Engineering, or a related field of study.

\- Proficient in using a variety of office software, specifically Word, Excel, PowerPoint, SharePoint, and Outlook.

\- Ability to write technical support documentation is a plus.

Reporting Line

\- Functionally reports to Lead IT Onsite Support Asia.

Further Information

\- Region/Division: Asia Information Technology

\- Location: Singapore