Position Summary
The IT Support Center L2 Tech is a key member of the IT team that provides technical assistance and support to end users across the organization. The L2 Tech is responsible for resolving issues related to hardware, software and systems at tier 1 and tier 2 levels. The L2 Tech works with both local and remote staff in Singapore and globally This role typically reports to a supervisor or manager.
Essential Duties
- Ability to field calls, emails, tickets, and inquiries related to the technologies employed by Odyssey Group operations, troubleshoot tickets and e-mails to provide technical help for external business partners, as well as internal staff. The candidate will need to be able to provide hands-on assistance via remote control or direct visits to the user’s desktop
- Document and track user requests, problems, solutions, and feedback using IT ticketing system.
- Utilize Azure, ARS tools to administer Active Directory domain accounts, access, and permissions.
- Escalate complex or unresolved issues to higher level support staff or vendors.
- Assist as required in hardware deployment, maintenance and assist in proper upkeep and utilization of system Asset management which includes documenting procedures, updating documentation to record new equipment installs, new sites, and changes to computer configurations.
- Review work orders to move, change, install, repair, or remove data communications equipment
- Provide end user orientation on hardware, software, and network operations
Other Duties and Responsibilities
- Always maintain confidentiality of company-sensitive data.
- Promptly resolve assigned Help Desk tickets.
- If necessary, perform PC workstation setups and deploys (desktop, laptop, thin client).
- Keep supervisor informed of activities and situations which will impact the achievement of corporate, and department goals and objectives.
- Maintain clear, concise, and consistent logs.
- Call software and hardware vendors to request service regarding defective products.
- Search for equipment and/or accessories online and create quotes for purchasing.
- Perform miscellaneous job-related duties as assigned and perform other related duties as required to achieve the goals and objectives of the company and department.
- Some travel will be required to branch locations.
Skills, Knowledge & Abilities
- Ability to diagnose and resolve complex technical problems in a timely and professional manner.
- Effective communication skills, both verbal and written, can explain technical issues to non-technical users.
- Extensive knowledge of Windows technology, Azure, Operating Systems/Windows 10/11, MS Office365 applications with strong Excel skills, Outlook, and Internet Browsers.
- General knowledge of MS InTune, Citrix, ServiceNow, and TCP/IP networking
- Strong written and verbal communication skills, including the ability to dialogue with executives with confidence and provide white glove support when necessary. Fluency in English is required.
- Highly motivated self-starter
Education
- Minimum Required: Technical certificate, or equivalent coursework or training in a directly related area.
- Preferred Qualifications: Bachelor’s degree in computer science, Information Systems, or related field; certification as a Microsoft Certified Professional (MCP), CompTIA A+, ITIL, or equivalent; experience in customer service or help desk environments.
Experience
- Minimum Required: Three to five years of experience directly related to the duties and responsibilities specified, including knowledge of operating systems, and applications
