About the Role
The Systems Engineer provides Operation System Support (OSS) for production IT systems and support End User Computing. They will also maintain and administrate IT Infrastructure and Systems to ensure the smooth delivery and operation of mission critical ICT Infrastructure and services hosted in local/sites, SG HQ and Public Cloud.
Responsibilities
Operation System Support (OSS) and End User Computing
Provide day-to-day OSS and EUC support to local/sites ― own and serve as Point-Of-Contact (POC) for the user using the Helpdesk ticketing system, email and deskside for support and break fixes.
Ensure timely assignment and resolution of the ticket.
Provide support and assistance to the Helpdesk and other IT team functions for troubleshooting, break fixes and serve as Point-Of-Contact (POC).
Liaise between different stakeholders to ensure smooth operations, support and delivery of IT services for Production IT system support and IT Infrastructure, Telecom, System and Network.
IT Infrastructure, Telecoms, System and Network
Maintain and administrate local/site office IT Infrastructure, Telecoms, System and Network equipment.
Perform daily and regular preventive maintenance, monitor and report on IT Infrastructure Telecoms, System and Network health to ensure smooth service delivery and BAU and provide oversight on Production IT systems and End User Computing.
Support, troubleshoot and resolve level 1-2 technical level problems or issues with a workaround and escalate to vendor and OEM/Principal IT vendor for support and resolution for Production & IT infrastructure and systems and End User Computing for PC hardware, Enterprise (Corporate) Applications, Telephony and related technology.
Conduct onboarding, workshop and awareness training for EUC for corporate IT service catalogue.
Backup and Recovery.
IT General Administration
Manage and maintain IT procurement and services for hardware equipment, software, services and subscriptions for End User Computers and Corporate systems.
Create, maintain, update and improve OSS and EUC processes, procedure and work instruction, user guide, and technical documentation.
Provide support for an internal and external audit, compliance, governance, QMS, ITSM, and related work.
Requirements
Experience & Qualifications
Diploma or Degree in IT or equivalent.
2 or more years of relevant working experience.
Hands-on administration experience in supporting and maintaining IT infrastructure, telecoms and systems.
Experience in managing and supporting Linux OS would be desirable.
Certification in various IT Infrastructures, Microsoft Technology or Networking technology would be beneficial.
Critical Knowledge
Good knowledge of common End User Computing Software applications such as MS Office Suite, Outlook, and Office 365 Applications such as Email, SharePoint, OneDrive, SkypeForBusiness, Team and Endpoint Protection (EPP)/Endpoint Detection & Response (EDR) and Middleware technologies.
Knowledge of Server hardware and IT Infrastructure and network equipment (Setup/Install/Configure/Troubleshooting/Maintenance).
Knowledge of Microsoft Active Directory Domain, File & Print services and various Microsoft-centric services and protocols.
Knowledge of Microsoft Operation Systems (Windows 10, Server 2012/2016/2019) and legacy OSes (Windows 7/XP, Server 2003/2008).
Knowledge and hands-on with a broad understanding of IT infrastructure technology (server, network, telephony, others).
Knowledge of common networking protocols and services like SMB, DHCP, DNS, SFTP/FTP, File & Print, and VPN.
Skills and Abilities
Good analytical and problem-solving skills with an innovative approach to providing solutions.
Team player ― Able and willing to motivate and support other team members.
Good communication skills, both written and verbal.
Competent at documenting standard/applications operating procedures, processes and work instruction.
“Can-do” attitude, willing to learn, initiative, proactive and customer-service oriented.
Flexibility to extend hours or modify schedule to support planned activities or emergencies and be on rotational standby on-call support.
Able to balance day-to-day operations with administrative tasks.