The Role
This role supports daily office and technology operations in Singapore and is crucial for the functionality and efficiency of our business. The IT & Office Management Lead will ensure operational continuity, drive productivity, safeguard the company’s assets and information, facilitate resource optimisation and maintain a great employee experience for our Oll-Stars. With these different responsibilities, you would need to possess not only excellent technical but also outstanding people and organisational skills.
The nature of this role requires you are physically available in the office on a daily basis. While routine maintenance and scheduled support activities will take place during regular office hours, you may also be required to render emergency support and site assistance in extraordinary circumstances outside normal business hours.
Job Responsibilities
For both IT support and workplace management, you will oversee:
Maintenance and Updates: Perform routine maintenance and updates to ensure IT and Office systems run smoothly and continue to meet the needs of the organization without interruption. Regularly monitor IT and Office technology systems to ensure they operate securely and efficiently. This also involves checking for potential issues before they become actual problems that impact users.
Security: Implement and maintain basic security measures, oversee office access and keys, antivirus software updates, and educate users on potential security risks and the necessary protocols to minimize risks and ensure compliance.
Documentation: Responsible for managing local assets within the Asset register. Keep detailed records of user queries, issues, and relevant resolutions for future reference, and to aid in the resolution of future problems.
User feedback: Collect formal and informal user feedback on a regular basis to monitor satisfaction levels and identify opportunities for improvement.
Specific to each domain, you will drive operational excellence in the following areas:
IT Technical Support
Technical Support and User Assistance: Provide first-line response to users requiring assistance with IT issues and queries, particularly those involving hardware and in-office technology. Offer timely advice and support on systems and applications, providing necessary training to users to enhance their understanding and efficient use of IT resources. This involves troubleshooting problems and resolving them either in person, via phone, or virtual tools and working closely with the regional IT support team:
Responsible for managing VC solutions
Responsible for managing Meraki switches and routers in the office
Troubleshoot general Mac OSX and Windows OS Issues, Update, Upgrade and
SupportTroubleshoot Printer, Scanner and other peripheral issues
Responsible for managing IT Networks onsite including but not limited to, troubleshooting Firewalls, Switches, Access Points and WAN
Responsible for managing org wide G-Suite Administration (GWS)
Responsible for administering regional JAMF and Intune system management tools
Problem Diagnosis: Analyze problems with hardware, software, and applications to identify root causes of issues. This includes asking precise questions to pinpoint the exact issue and employing diagnostic tools to assist in troubleshooting.
Issue Resolution: In close coordination with the regional IT team, address user tickets regarding technical problems, managing each issue through to resolution, ensuring minimal disruption to the user's operations.
Project Assistance: Assist in IT projects, including the rollout of new software, migration of data, hardware upgrades, integration between systems, often coordinating with other departments to ensure smooth execution.
Vendor management: Work with vendors on need basis for triaging issues not limited to hardware and internet service providers
Workplace Management
Site operations: Oversee all facilities management services for our cool 4,000sqft office, such as cleaning, plants, pest control, fire safety, HVAC, electrical, waste and other repair & maintenance, stationery and pantry supply, locker management, meeting rooms, utilities, support during emergency, key control management.
Daily office inspections: Perform daily routine office inspections and take proactive measures to address issues to ensure the workspace and meeting facilities meet our standards and set our Oll-Stars up for success.
Vendor management: Ensure facilities vendors are well managed, delivering services on-time and within budget.
Regulations and Compliance: Ensure the provision of a safe and secure working environment, and compliance with statutory regulations on fire, health and safety standards.
Event management: In collaboration with HR, organize Oll-Star events, either in the office or offsite.
Onboarding new employees: Provide hardware and system configuration for new employees, with the aim of enabling new joiners’ productivity as soon as possible. Ensure new employees are fully briefed on workspace policies, resources and in-office technology.
Hospitality: Welcome visitors to the office, support their set up, manage security aspects
Continuous Improvement: Identify opportunities for improvement and cost reduction through the regular review of our Workplace Policy and Operating Procedures and daily operational reviews.
