Primary Purpose:
Provide 24 by 7 IT Support for client machines, operating system, and software for MediaCorp users in the areas of:
· PC preparation, deployment and setup for Windows OS and MAC OS
· Software installations
· Printers and mobile devices support for enterprise services
· Problem diagnosis and resolution on computers and Enterprise services
· Documentation of processes procedure and best practice for knowledge sharing
· Asset Management - enroll issued assets and update returned assets in the Asset system and ensure user acknowledgement of the issued asset.
· Vendor coordination for computer servicing and deliveries
· End user training for new hires and on implemented services
· Responsible to consolidate, maintain and streamline organization knowledge management systems and processes.
· Ensure compliance of endpoints on patch management system. Coordinate with internal team to handle endpoint patch management utilizing Microsoft Intune or IBM Bigfix.
· Facilitate the Video conferencing needs used in organization, seeking to improve and increase user satisfaction to deliver an excellent user experience.
Job Requirements:
· Experience in providing remote and onsite support to end users across an enterprise environment and escalate issues quickly when appropriate
· Able to interact with users to troubleshoot issues and possess strong problem-solving skills to resolve complex technical issues
· Able to provide end user training and coordinate with vendor on hardware related issues
· Able to work under pressure and have effective time management and planning skills
· A confident, positive and outgoing person with natural enthusiasm and the ability to be assertive when required.
· Display good communication skills, both verbal and written.
· Fulfill any additional tasks assigned by the supervisor.
Technical skillset required:
1. Hardware troubleshooting and support for Microsoft Windows Client OS (Windows 10/11) x64 and MAC OS is a must.
2. Possess technical knowledge and experience with Microsoft technologies (Active Directory including Azure AD, MS365, Intune Endpoint Management, MS Teams and Sharepoint) and MS security technologies (MS Defender and Bitlocker)
3. PC deployments & setup
4. Software installation, configuration, and troubleshooting
5. Printers and mobile device support
6. Networking Troubleshooting (added Advantage).
7. IBM Bigfix (or equivalent MS SCCM) knowledge and experience in Operating System Deployment (OSD) creation & troubleshooting and experience in application/software packaging, application patching, create and query is an added advantage.
8. Experience in BMC Remedy ITSM ticketing system is an added advantage.
9. Jamf Pro MAC endpoint management tool experience is a plus
10. Capability to read and write technical documentation.
Working hours: Day shift : 8:30am to 6pm
Night shift : 2:30pm to 12am - Engineer will be rostered on night shift duty for 2 weeks or 10 days per month.
Standby Support: Rostered during after office hours for 1week every 2months, from 12 midnight to 8am next working day, weekends & public holidays. Weekly rotation among 7 engineers.
