We are looking for a Service Desk Engineer in Singapore. He will be the first point of contact for users needing technical assistance, resolving hardware, software, and network issues, and escalating complex problems when necessary .
Experience: - 3-5 years+
Location: - 11 Biopolis Way Singapore 138667 nearest to Buona Vista T station
Working Day/Hours: - 5 days a week on-site; Ideally 9PM-6AM or flexible
Start date: Intermediate
Length – Long Term Contract
SKILLS & ABILITIES:
Product Selection & Procurement :-
Provides routine technical support to project/work team evaluation of 3rd party packages. Use basic analysis and evaluation to conduct software feasibility under direct supervision.
Implementation:-
- Perform tasks associated with system or technology implementation under direct supervision.
- Recognizes key concepts in the implementation phase of a technology or system development cycle.
- Direct client interface during project implementation.
Maintenance/Support:-
- Codes (for applications), tests, debugs and maintains programs and technologies with a progression of increasingly more difficult work assignments.
- Supports/assists with systems/technology upgrades.
- Performs modifications from detailed specifications under immediate supervision.
PC Workstation Hardware / Software & Integration:-
- Performs analysis and administrative tasks in the installation of new or existing personal computer-based systems under direct supervision.
- Recognizes PC hardware and OS architecture, network and client-server concepts.
Tools & Architecture:-
- Fundamental knowledge of OS to be able to navigate files structures, execute OS specific commands, understand file and user security, ability to setup job scheduling, set appropriate environment settings and basic scripting.
- Recognizes key design and application concepts and methodology.
- Understand and follows IT standards within primary support area.
- Uses languages, tools, and hardware platforms within Sensient’s standards with direct guidance/direction.
Additional Details:-
- The Service Engineer provides support for basic incident resolution and requests reported to the corporate service desk.
- Responsibilities: initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.
- Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, business units, division or corporate groups.
- Languages they must speak - Clear English is needed as the main language spoken. Any additional languages spoken would be an extra win.
- Must be in Professional Attire.
ESSENTIAL DUTIES & RESPONSIBILITIES:-
- Determines requirements by working with internal customers.
- Follows processes and procedures to complete tasks and approval processes.
- Answers inquiries by clarifying desired information; researching, locating, and providing information.
- Resolves problems, researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Fulfills requests by helpful desired information; completing transactions; forwarding requests.
- Maintains ticketing system by entering information – ServiceNow
- Keeps equipment operational by following established procedures and reporting malfunctions.
- Enhances organization reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.
A day consists of 85% call handling and ticket management. 15% proje