Job Description: We are looking for a Desktop Support Engineer to join our team to provide technical support for MDM, an identity & access management solution coupled with single sign-on. The ideal candidate will have experience in cloud operations, troubleshooting, incident resolution, and providing IT support to customers.
Responsibilities:
- Monitor software releases by toolset product principles
- Provide L2 support and maintenance in the production environment
- Perform planned monthly or ad-hoc OS/Security patching for monitored platforms
- Troubleshoot and resolve incidents in accordance with incident management and expected service levels
- Create and maintain up-to-date documentation
- Coordinate with Resolver Group to resolve incidents affecting availability
- Attend to users physically if needed
- Provide technical support to customers who use various IT products and services, including Windows 11, MacOS, Intune, Tanium, Cloudflare, via phone, email, chat, or remote desktop
- Escalate complex or unresolved issues to the relevant parties or vendors
- Document customer queries, issues, and solutions in a clear and concise manner
- Monitor and report on the performance and usage metrics of the IT products and services
- Provide feedback and suggestions to the product development teams to enhance the functionality and user experience of the IT products and services
- Stay updated on the latest features, updates, and best practices of the IT products and services
Requirements:
- Experience in cloud operations, troubleshooting, and incident resolution
- Knowledge of Azure/AWS and its services
- Familiarity with Tanium platform and its modules
- Ability to work with principal vendor counterpart on operative issues
- Bachelor’s degree in computer science, information technology, or a related field
- ITIL foundation certified
- Azure administrator associate or expert level certification
- 3+ years of experience in providing IT support to customers, preferably in a government or public sector setting
- Familiarity with various IT products and services, such as Windows 11, MacOS, Intune, Tanium, Cloudflare
- Knowledge of the Singapore Government Tech Stack (SGTS) and its components
- Proficiency in various IT software and hardware, and network security practices
- Ability to diagnose and resolve technical issues using various tools and methods
- Excellent communication, interpersonal, and customer service skills
- Ability to work independently and collaboratively in a fast-paced and dynamic environment
- Ability to prioritize and manage multiple tasks and deadlines
- Willingness to learn new skills and technologies
