Summary
Under the supervision of the Singapore IT Manager, the IT Support Engineer provides basic IT support for the various IT services and components at the Singapore manufacturing facility
Job Description
1. Administrative/General:
- Be the front-end IT support person for majority of user requests, escalating tickets when necessary to IT Manager
- Be aware of company standards and procedures, and works to improve understanding and enhancing of them.
- Be able to accept and pursue clearly defined objectives.
- Promote proper IT usage and IT Security to the business and users.
2. Operational
- Respond to emails and phone calls regarding desktop and help desk requests
- Record, track, and close tickets through help desk/problem management software
- Assist with the creation of new accounts and editing/termination of existing account in MS Active Directory, mailbox, distribution lists, resetting passwords, etc.
- Troubleshoot/Resolve virus/malware infections
- Get regular direction from the IT Manager
- Work with other broader Phenol Global IT Teams
- Work directly with users at the site to resolve their IT issues and questions.
- Install and provide first-level support and troubleshoot site IT issues – including PC’s, servers, tablets, networks, telecom, AV equipment, printers, copiers, security cameras, security badge readers, smart phones, and site PBX
- Coordinate with service providers to resolve equipment issues.
- Install and provide first-level support for a variety of computer software and utilities like MS-Office
- Assist with the testing of security patches.
- Assist with the reporting and investigation of security incidents.
- Assist with the proper disposal of IT assets.
- Engage external vendors for quotations and renewal quote as directed by IT Manager
- Provide support during planned and unplanned IT outages.
- Respond and troubleshoot automated equipment monitoring alerts.
- Support the site data center environment, conduct periodic safety and security inspections, and participate in IT disaster recover exercises.
- Create and maintain various documentation and help guides
- Provide support for IT projects at the site
3. Strategy & Planning
- Provide input to the site and business IT Management to assist in developing long-term strategies and capacity planning for IT services
