| address 1, address line 2 Singapore 120358 | |
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Monday - Friday 10 AM to 8 PM |
Regional IT Support Analyst (Required to know DNS, AD, DHCP, TCPIP)
JOB DESCRIPTION
Our client is a German Medical company
Candidates are required to know DNS, AD, DHCP, TCPIP.
Summary of Role
- Provide daily IT support to regional users within the company in South Asia Pacific Region, primarily focusing on Singapore. Expected to provide support to end-users requests through mix of phone,onsite or service desk ticketing system with timely, professional, efficient and effective technical expertise on daily IT issues. Take ownership of the supporting issues – prioritising and escalating when required.
- Expect to manage various users' administration tasks in Active Directory. Required to assist IT manager in system administration on existing systems and network infrastructure.
- Ensure documentation relating to hardware and software is developed and updated using best practice procedures.
- Assist IT Manager in strategic IT improvement projects. Provide input and recommendation to IT Manager on opportunities to improve efficiencies and ideas to reduce the resolution time for incoming incidents / service requests.
- Depending on the nature of issues, you are expected to provide support after working hours when required.
Key Accountabilities
- Support end-users request and incidents (via phone, email and in-person), and log all requests in service desk ticketing system
- Resolve all service requests and incidents within agreed SLA and document configuration and request resolution procedures
- Install/re-image, configure new/existing computer
- Perform on-site analysis, diagnosis and resolution on complex PC problems for a variety of end users, recommend and implement corrective solutions
- Maintain and monitor the backup jobs to ensure successful completion of task
- Monitor server performance and recommend changes if needed
- Apply system updates, patches on the server
- Create and manage user account and security access level within systems and network
- Ability to analyse systems logs and identify potential issues with computer systems
- Support for mobile devices (iPhone and Samsung) and IP telephony
- Inventory of all hardware and software resources using DELL KACE
- Liaise with third-party service providers and escalate issues to ensure incident resolution within the agreed SLA
- Liaise with various vendors for hardware and software procurements
- Assist and take ownership in ad-hoc related project work
- 3 years of experience providing 1st and 2nd level support (phone and on-site based)
- Experience with Windows Server (2003, 2008 & 2012), Windows 7
- Experience with IT Security solutions (Symantec Endpoint, WSUS)
- Experience administering Microsoft Active Directory (Group Policy, User/Group Management)
- Experience with Lotus Domino / Lotus Notes v8.5 above
- Experience supporting Microsoft Office 2010 and above
- Understand networking principles (TCP/IP, LAN, WAN, DNS, DHCP, VPN)
- Exposure to network device configuration (routers, switches, firewall)
- Experience with ITIL orientated Service Desk Management system
- Experience supporting VoIP systems (DELTAPATH, POLYCOM)
- Experience with VMWare virtualization (desirable)
- Experience in Thin Client technologies, eg. Citrix (desirable)
- Able to read and understand technical manuals and procedure documentation
- Ability to conduct research into PC issues and products as required.
- Degree in Information Systems.
- Microsoft / Cisco / ITIL qualifications (preferred)
- Competencies
- Excellent customer service skills and experience
- Excellent communication and documentation skills
- An exceptional phone manner
- Self-motivated and directed
- Strong problem solving and troubleshooting ability
- Ability to multi-task and effectively prioritise and execute tasks in a high-pressure environment
- Ability to work in a team-oriented, collaborative environment
- Able to meet designated deadline
sample agency
Company Profile