IT Support Specialist

Benefits:

• Location: Biopolis / 1 Jalan Kilang
• Great employee benefit
• Weekly office lunches
• Reporting Line: IT Team Lead User Support - Global

Main Objective:

Provide high level support to end users of computer equipment and systems maintenance to include workstations, software and peripherals, including Labs and Exhibits.

Please note that this role requires working the following shift :

• Wed - Sun shift, Mon-Tue off
• Sat-Wed shift, Thu-Fri off
• Rotational office event support on weekends

Essential Duties & Responsibilities:

• Installs, configures, maintains and troubleshoots hardware, software, computers, printers, and other peripheral devices and ensures effective use of hardware and software resources
• Collaborates with other company departments or Global IT teams to function as a liaison throughout the development, testing, and implementation of new product or operating system installs and/or upgrades ensuring end users are adequately supported
• Manages IT projects, attends project meetings to communicate status to appropriate parties, develops and disperses all levels of necessary documentation, and stays current with system information, changes and updates
• Managing Outsourced End User Support vendors both locally and through SEA region with other IT team members
• Oversight of work conducted in SEA region by End User Support vendors
• Provides support for various technical issues and initiatives related to assigned applications, systems, databases and/or other technical products and services in compliance with service level agreements utilizing diagnostic and other tools to maintain, troubleshoot and restore service or data to systems
• Provide phone support based on support rotation schedule and monitors ticketing system for incoming issues and identifies, escalates and redirects problems requiring urgent attention to appropriate resources in compliance with SLAs
• Creates, updates, and submits status reports, documentation, and procedures relative to assigned End User Support processes and procedures
• Collaborate on technical matters to other APAC End User Support Representatives including day-to-day questions from End User Support or other departments
• Perform other reasonable ad-hoc duties related to the role as assigned by the direct line manager.

Education and Experience:

• High school diploma or equivalent required
• Associate’s and/or bachelor’s degree in CS / MIS preferred
• Minimum of four years of technical/systems support-related experience required
• Prior experience in a manufacturing environment is a plus

Knowledge and Skill Requirements/Specialized Courses and/or Training:

Knowledge and experience with IT Helpdesk systems Required

ITIL practices preferred

Machine, Tools, and/or Equipment Skills:

PCs and have a command of Excel, PowerPoint, and Word plus any additional communications equipment as needed.