Job Description :
- Detection and logging incident/service request.
- Classification and Initial support.
- Investigation and diagnosis.
- Resolution and Recovery.
- Incident escalation to other incident support level.
- Verify/Check completeness of Incident record.
- Carry out user satisfaction.
- Determine for preventive action.
- Tracking and communication.
- Incident closure.
- Monitor application dashboard performance and batch job scheduler.
- Investigation and diagnosis.
- Resolution and recovery for batch job scheduler failed.
- Escalation to SRE for alert/alarm from monitoring tools.
- Daily summary ticket and batch job scheduler status report.
Qualification :
- Experienced as a IT Service Desk / IT Operations Support with 2+ years experience.
Core IT Support Knowledge:
- Strong understanding of operating systems (Windows, macOS), and peripherals.
- Experience supporting common business applications:
- Microsoft 365 / Outlook / Teams / SharePoint.
- VPN and remote access tools.
- Web browsers and collaboration tools.
- Basic understanding of LAN/WAN, VPN, DNS, DHCP, IP addressing, and network monitoring.
- Printer setup, driver installation, and troubleshooting.
Tools & Platforms :
- Ticketing / ITSM systems: ServiceNow, Jira Service Management.
- Remote support tools: TeamViewer, AnyDesk, Microsoft Remote Desktop, etc.
- Knowledge base and documentation tools: Confluence, SharePoint.
Monitoring & Incident Response :
- Monitor IT systems, servers, applications and batch to ensure uptime and performance.
- Respond to incidents and alerts in accordance with SLA and ITIL processes.
- Perform system health checks, log reviews, and escalation when necessary.
Security Awareness :
- Understanding of security best practices (password policies, MFA, phishing awareness).
- Knowledge of endpoint protection and antivirus software.
Soft Skills & Core Competencies :
- Excellent customer service and communication skills (verbal and written).
- Ability to work in a 24x7 operations environment (shifts or on-call rotations).
- Strong problem-solving and analytical mindset.
- Ability to prioritize and multitask in high-volume environments.
- Empathy and patience when dealing with non-technical users.
- Documentation and knowledge sharing habits.
- Strong team collaboration and accountability.
- Attention to detail and proactive issue resolution.
- Understanding of ITIL / Service Management principles (Incident, Request, Escalation).
Benefits :
- Hybrid Working Arrangement
- World-Class Development Program
- Performance Bonus
- Vacation Leave 15 Days + Maternity Leave
- MacBook Provided
- Housing Loan
- Life Insurance/ Health Insurance/ Dental Care
- Jetts Fitness (Corporate rate and privilege)
