We are looking to speak to L1 End User IT Engineers!
Responsibilities
The primary responsibility of this role is to provide comprehensive IT support to the firm, both locally and globally. Key responsibilities include:
- IT Hardware Management: Provisioning and managing IT hardware to ensure optimal performance across the organization.
- Global and Regional Support: Delivering IT support that meets globally and regionally agreed-upon service levels.
- Incident Management: Recording, diagnosing, monitoring, and resolving requests and problems using a call management system to maintain a detailed audit trail for each task.
- First-Time Resolution Strategy: Implementing a first-time resolution approach to enhance efficiency from call placement through to resolution.
- Support Coordination: Managing the office IT support phone line, email inbox, and queue system, as well as addressing locally reported incidents and requests.
- Contract Coordination: Overseeing support and repair contracts and directing engineering staff to ensure effective office support.
- IT Advisory Services: Providing IT advice and guidance to office staff as needed.
- Project Management: Managing IT projects as directed by leadership.
- Assist in supporting technical infrastructure by following the procedures and policies established by the relevant Operations functional teams, including IT Support, Applications Support, Networks & Storage, Server Infrastructure, Email Services, End User Device Management, Security, Projects, and Testing.
- Procure, manage, and maintain office IT equipment and cabling to meet agreed standards, ensuring they function safely and effectively.
- Adhere to the budget approval process for all expenditures.
- Liaise with external vendors as needed.
- Achieve set targets (KPIs) as established.
- Adapt to and uphold professional standards and processes to ensure consistency and best practices within IT Support/Technology.
- Provide ad hoc support for tasks assigned by senior team members, team leads, and managers as necessary.
Requirements
- Good analytical skills, able to identify and resolve problems.
- Effective team worker. Good time management, confident and effective telephone technique.
- Self-motivated, takes ownership. Able to work without direct supervision.
- Service Oriented.
- Demonstrate aptitude / enthusiasm for IT.
- Capable of supporting MS Office applications
- Able to manually handle IT equipment.
Shift pattern
- A core element of this role is working on weekends (7.30am - 4pm), allowing us to provide continuous support to the firm.
- Aside from weekends, the weekday pattern will be 10.30am - 7pm any three days from Monday to Friday.
- (Note: during GMT/British Winter Daylight Savings Time, Weekends will be 8.30am to 5pm and Weekdays will be 11.30am to 8pm)
- Spending time in the office is essential for gaining experience and nurturing the culture and values. We anticipate that this will result in individuals spending approximately 50-80% of their time working in the office.
Sanderson-iKas is the brand name for iKas International (Asia) Pte Ltd, a company incorporated in Singapore under Company UEN No.: 200914065E with EA license number 16S8086.
Website: www.sanderson-ikas.sg
