Contract IT Executive #4514

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Description

Responsibilities

Provide 1st/2nd line technical support to all areas of IT (software / hardware), diagnosing issues, identifying root causes, and providing technical solutions.
Logging, prioritization, and escalation of IT issues/requests if needed via our ticketing system.
In-house user support - provide resolution to issues and requests, including telephone or remote support.
Provide an alternative resolution or workaround to resume the services that are mission-critical and impact on the business.
Manage staff on/off-boarding process, including user relocations.
Own technical escalations end-to-end, ensure resolution has been fully implemented, and end-user satisfaction has been achieved.
Provides employee introductions to various systems/applications and training as needed.
Support the development and implementation of all IT policies and operating procedures.
Set up, configure, install, and deploy computers to users.
Support, set up, and maintain the meeting room AV system.
Handling IT projects and other related duties.
The scope of support will cover the various hardware, software, and technologies deployed in Mapletree:

Microsoft technologies – Win11, O365 (Email, OneDrive, SharePoint Online, and Teams), Intune, AD, Group Policy, ePO, SharePoint Online, and Windows file server folder management, Project, and Visio.
Asset Management software – ServiceNow CMBD.
Service Desk tool - ServiceNow
Remote support software – TeamViewer
Video Teleconferencing software – Teams and Webex
Meeting room AV solution – Cisco RoomOS and Microsoft Teams Room
Other software, such as Photoshop, Adobe, AutoCAD, etc.
Mobile devices - Android and IOS.
MDM – Microsoft Intune.
2FA – Microsoft MFA.
Printers/copiers/scanners setup.
Laptop and computers.
Computer peripherals, such as monitor, mouse, keyboard, portable hard disk, thumb drive, etc.

Co-ordination with vendors and providers.
Procuring and renewing equipment, software, and services contracts.
Maintaining IT-related billing records, contract expiry, and coordinating payments.
Maintaining and updating documentation and training material for the system, equipment inventory, SOPs, etc.
Monitoring scripts and alerts notification.
Maintain accurate inventory and reporting of all hardware assets, software licenses, and software compliance checks.
Dispose of aging PC assets.
Preparing routine reports, including the EUS Operation checklist.
Perform annual review for AD account, PC asset, and software inventory check.
Annual building maintenance to properly shut down and start up the office server.

Candidate Requirements

Bachelor’s degree in Computer Science / Information Technology or relevant experience with a specialist qualification like MCSE. (Non-Essential, Good to Have)
2 - 3 years relevant experience.
Solid technical background, including experience working with Active Directory, Group Policy, Windows 11, and Office 365.
Experience in Basic Networking, DNS, DHCP, Active Directory, AD Connect
Experience in troubleshooting PC / Server Hardware and Software issues.
Understanding and knowledge of Network troubleshooting skills in the Windows environment.
Problem management experience is desirable.
Proven experience of 1^st / 2^nd line support experience (essential)
Understanding of Networking Protocols and principles
Desktop Imaging and standard build creation
Knowledge of Telephone Systems
Strong analytical and logical approach to troubleshooting and problem-solving skills are essential across multiple services and technologies.
Ability to function well under pressure / be comfortable with delivering at pace.
Knowledge of Audio and Video Conferencing Systems
Strong experience with teleconferencing platforms (WebEx, Teams, Zoom)
Experience with Mobile Device Management

Personal Attributes