Job Description

Provide hands-on Level 2 support by monitoring, troubleshooting, resolving, and improving IT incidents involving end-user devices, servers, cloud services, and applications across the organisation.
Enhance and optimise existing monitoring and alerting capabilities to improve service availability, customer experience, and incident troubleshooting.
Identify opportunities to automate repetitive tasks using scripting or collaborate with development teams to implement automation solutions.
Maximise the use of ITSM platforms by maintaining and improving workflows, automation, and processes to streamline service delivery and improve SLA performance.
Prioritise, schedule, investigate, and resolve incidents and problems, escalating complex issues to the appropriate technical teams when required.
Accurately document, track, and maintain records of help desk requests, including troubleshooting steps, decisions, actions taken, outcomes, and final resolutions.
Perform proactive and preventative maintenance on servers, applications, and IT services.
Conduct post-resolution follow-ups to ensure incidents are fully resolved and customer requirements are met.
Provide technical guidance, training, and support to end users and staff on computer systems, applications, and related IT issues.
Assist with the installation, configuration, testing, maintenance, monitoring, and troubleshooting of end-user devices, network peripherals, networking equipment, servers, and cloud services.
Maintain accurate IT asset inventories, including workstations, monitors, storage devices, printers, scanners, modems, and other peripheral equipment.
Design, configure, deploy, and test customised IT environments across various platforms and operating systems.
Monitor system performance, conduct testing, and provide performance metrics and reports as required.
Provide Level 1 support during periods of increased workload or reduced team capacity.
Analyse incident and problem trends, review documented resolutions, and identify opportunities to prevent recurring issues.
Drive the automation and optimisation of end-to-end IT support processes.
Collaborate closely with Level 1 and Level 3 support teams and business users to identify recurring issues and implement preventative solutions.
Develop and improve tools that provide enhanced monitoring, operational insights, faster troubleshooting, and proactive alerts when services operate outside established parameters.
Identify opportunities to automate ticket management and workflows to improve efficiency and service delivery.
Promote and support the adoption of ITSM best practices across support teams.
Research and evaluate hardware and software products to support IT procurement, development, and technology improvement initiatives.
Assess and recommend appropriate hardware and software solutions based on technical requirements, operational needs, and organisational standards.
Evaluate mobile and web applications against established assessment criteria and guidelines before deployment to end users.

Requirements:

Degree in Information Technology or a related field, or a minimum of 5 years of equivalent experience in a similar IT role
ITIL certification - Highly Preferred
Advanced knowledge and hands-on experience with Microsoft 365 (O365) services - Essential
Strong knowledge of Microsoft Azure Cloud services across IaaS and PaaS environments, with experience in Windows Server and Windows 11 - Highly Preferred
Experience with Microsoft IIS, .NET application support, and application architectures such as client-server environments - Highly Preferred
Exposure to Microsoft Power Apps
Scripting experience using PowerShell, Python, Bash, or similar technologies - Highly Preferred
Knowledge and experience in supporting and diagnosing mobile applications and devices, particularly Apple products - Preferred
Knowledge of Mobile Device Management (MDM), particularly Microsoft Intune - Preferred
Strong understanding of IT Service Management (ITSM) tools, processes, and automation platforms such as ServiceDesk, ServiceNow, and ManageEngine - Preferred

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R23111973