Total 16 support analyst job vacancies in Customer Service category in Singapore

Are you a tech-savvy professional with a passion for delivering exceptional customer service? We are looking for a Helpdesk Support Specialist to join our team and provide top-notch IT support to our clients.

Key Responsibilities:

• Provide first-level IT support and troubleshooting for desktop systems, browsers, and applications.
• Handle helpdesk tickets efficiently, ensuring timely resolution of issues.
• Perform simple reporting and analyze helpdesk data to improve service delivery.
• Support and maintain MS Office Suite applications and related software.
• Uphold a positive and professional attitude while ensuring excellent customer etiquette in every interaction.

Qualifications and Skills:

• Diploma in Computer Science, Information Technology, or a related field.
• At least 2 years of IT support experience in a helpdesk environment.
• Strong technical proficiency in desktop systems, browsers, and the MS Office Suite.
• Experience in data analytics and generating helpdesk reports is a plus.
• A positive work attitude, adaptability, and excellent customer service skills are essential.

EA License: R1873481

Company EA License: 11C4879

Job Description

• Skilled helpdesk support engineer with good problem solving and troubleshooting skills.
• Diploma is CS or IT related min 2 years experience
• ⁠At least 2 years IT support experience
• Carry out simple reporting and help desk data analytics
• Proficient in Personal Desktop, browsers and MS office suite
• ⁠Positive work attitude is key and strong customer etiquette.

EA Number: 11C4879

JD :

· IT Support Desk Engineer plays a critical role in ensuring the smooth operation of an organization’s IT systems, hardware, software and operational devices. The role will serve as the first point of contact for end-users experiencing technical issues, offering remote or onsite support, troubleshooting hardware and software problems, and maintaining high levels of customer satisfaction.

Skills

· Proficiency in troubleshooting Windows operating systems.

· Familiarity with Active Directory, Microsoft 365 & MS office products.

· Basic understanding of networking (TCP/IP, DNS, VPN).

· Experience with ticketing systems (like ManageEngine-ServiceDesk or Similar).

· Any Windows Server knowledge will be added advantage.

Education

· Diploma or bachelor’s degree in computer science, Information Technology, or a related field.

Experience

· Minimum 3 years in an IT support or helpdesk environment preferred.

· First level support to users in Singapore Operations and Extended Operations in other regions for hardware, software, and network-related issues.

· Diagnose and resolve technical issues in a timely manner, escalating to higher levels of support when necessary.

· Install, configure, and maintain desktop computers, laptops, printers, and other peripherals.

· Assist with the setup and maintenance of user accounts, permissions, and access controls.

· Monitor, Assign and report Service Desk tickets.

· Ensure software updates and patches are deployed regularly.

· Monitor system performance and network stability, reporting issues promptly.

· Assist with backup and recovery processes to ensure data integrity.

· Collaborate with IT teams to deploy system upgrades and new technologies.

· Work with other vendors which need secondary support and ensure closure of issues.

· Document reported issues, resolutions, and follow-up actions in the ticketing system.

Additional details:

Job Type : 12 months Contract - Extendable

Location : Jurong East

EA License No: 11C4879 / Registration ID : R1218583

Apar Technologies Pte Ltd, Singapore

Job Description

Responsibility of / Expectations from the Role

1 Responsible to handle coverage support (24x7 mobile support) and provide permanent solution / workaround depending on the nature of issue.

2 Collaborate with interface teams to troubleshoot any interface issues and provide resolution.

3 Collaborate with Business users and stakeholders to understand and troubleshoot issues and provide resolution.

4 Work with Infrastructure / Cloud operations teams for any change requests, issues, patching activities etc.

5 Perform deployment release management activities.

6 Collaborate with development squad to provide insights for defect fix by providing analysis performed.

Requriements

1. Programming language/framework: Java, Spring MVC, MySQL.

2. Hands-on experience in Linux & Shell.

3. Hands-on experience in SQL.

4. Hands-on experience in AWS services.

5. Experience in using ITSM tools.

6. Experience in Release Management activities.

7.Knowledge of Airline Domain.

8. Knowledge in Splunk & Datadog

EA Number: 11C4879

Job Description

Responsibilities :

• Hands on Experience on Design , Development Deployment of IBM FileNet 5.x applications
• Hands on Experience on debugging of IBM Case Manager 5.x Applications issues
• Good in Java/J2EE, Spring and JSP
• Hands on Experience on task/workflow design deployment
• RDBMS DB2/ MS SQL Server
• Hands on experience on Configuring Workflow, Queues, Rosters, Document Class and Document Class Security
• Good in troubleshooting and handling Production issues.

Requirements

• Knowledge to stop/start FileNet services
• knowledge of IBM Case Manager 5.x, ICN, Java API & CPE
• Experience on Design & Deployment of Application using IBM Case Manager 5.x
• Application Servers Weblogic / WebSphere 7 & above
• Understanding of Java/J2EE, Spring and JSP
• Hands on Experience on task/workflow Application deployment
• Good in troubleshooting and handling Production issues
• Hands on Experience on high availability environment
• RDBMS DB2/ MS SQL Server
• Good Analytical and logical skills
• Good in troubleshooting and handling Production issues
• Good communication skills.

EA Number: 11C4879

Job Description

IT Support Desk Engineer plays a critical role in ensuring the smooth operation of an organization’s IT systems, hardware, software and operational devices. The role will serve as the first point of contact for end-users experiencing technical issues, offering remote or onsite support, troubleshooting hardware and software problems, and maintaining high levels of customer satisfaction.

Skills

• Proficiency in troubleshooting Windows operating systems.
• Familiarity with Active Directory, Microsoft 365 & MS office products.
• Basic understanding of networking (TCP/IP, DNS, VPN).
• Experience with ticketing systems (like ManageEngine-ServiceDesk or Similar).
• Any Windows Server knowledge will be added advantage.

Education
• Diploma or bachelor’s degree in computer science, Information Technology, or a related field.

Experience
• Minimum 3 years in an IT support or helpdesk environment preferred.

EA Number: 11C4879

Job Description

1. Willing to work in shifts to provide rotational 24/7 shift application support duties as mentioned below.

2. Has experience or knowledge on Incident and Problem management.

3. Health check and monitoring production system and job scheduling to ensure SLA is meet.

4. Troubleshoot and solve production issues related to performance and reliability throughout the software stack.

5. Proactively identify bottlenecks in the system and work to resolve these issues before they become a problem.

6. Continuous improvement of the system, e.g. job automation, performance tuning.

7. Should be able to identify and fix the bugs.

8. At least 3-5 years of hands-on experience on troubleshooting the applications run on full stack preferably in Java, Spring-boot, Microservices.

9. At least 3-5 years of working experience, preferably in Banking or Anti money laundering.

10. At least 3-5 years of working experience in production support in banking applications running on Windows and Unix environments.

11. Should have strong hold on SQL server/Oracle databases and able to write/debug the SQL programs.

12. Good knowledge in Linux/Unix/Windows environment and scripting.

13. Hands on experience on monitoring tools like Grafana has added advantage.

14. Should be open to learn and adapt to new technologies.

15. Knowledge on GIT Bitbucket and Jenkins has added advantage.

16. Knowledge on Actimize/Hadoop has added advantage.

Shift Timings

1. Morning shift 6am to 3pm
   General shift 9am to 6pm.
   Afternoon shift 2pm to 11pm
   Night shift 10pm to 7am.
   
2. Need to support including night shift, weekends and public holidays

EA Number: 11C4879

• Participate in the testing, implementation and change control procedures of new releases for the local systems and core images. Basic knowledge of computing and networking is needed.
• Responsible for local system administration, local system support and infrastructure support.
• Provide desktop and user support for both front and back-office users, responsible for managing the software/hardware, infrastructure servers and video teleconferencing related requests and matters.
• Set up, operate, and maintain local systems/equipment through keeping them in good condition and monitoring consoles and peripheral equipment for malfunctions and error conditions.
• Running all application processing, installation, and configuration according to the operating instructions provided.
• Ensure management is made aware of any situations, both actual and potential that might adversely impact the safety, integrity, and quality of the local systems.
• Initiate recovery or restart procedures required as a result of unforeseen occurrences or interruptions, including:
• Accurate logging and ascertaining the nature of the problem to determine the level of support required.
• Ensuring the required support is gained promptly and given a high level of assistance to ensure a speedy resolution.
• Ensuring line management is aware of any production problem as they occur.
• Provide professional and courteous support to the users, answering questions, assist in the investigation of hardware and applications issues and get the problem resolved in a timely manner.
• Provide support in preparation of the regular BCP drills.
• Keep current on rapidly changing technological trends, self-teach new technologies and maintaining an understanding on the bank’s desktop technology strategies meeting the departmental objectives.
• Answer support calls and emails, and then raise ticket(s) on the incident management system in a timely and effective manner to ensure a timely resolution. Also, perform closure of logs including following up with all affected departments and their associated users to ensure that problems are solved, and the level of service did meet their expectation.
• Responsible to raise incident tickets on ServiceNow for any issues requested by users. Ensure tickets are being handle and resolve in an effective and timely manner; including following up with all affected departments and their associated users to ensure problems are resolved and the level of service did meet the customer expectation.
• Ensure processes and procedures are in place and documented properly for regional support purposes. Good knowledge of computing and written skill is required.

We are seeking a CyberArk Support Specialist to join our team. This role focuses on supporting essential credential management of our CyberArk system and assisting users with various tasks. The ideal candidate will have hands-on experience with CyberArk, a solid understanding of change management processes, and the ability to work efficiently in a shift-based environment.

Key Responsibilities:

• User Query Management: Handle and resolve user queries related to CyberArk, providing timely and accurate support.
• Credential Assistance: Assist users in obtaining credentials for access to various systems and applications as per Part B requirements.
• Verification: Thoroughly verify the details of proposed changes before implementation to ensure accuracy and compliance.
• Shift Operations: Work in a shift-based environment, including graveyard shifts, to provide 24/7 support. Perform shift handovers and ensure continuity of operations.
• Report Generation: Generate and maintain various reports related to CyberArk activities and incidents.
• Shift Work Log: Prepare and update shift work logs, documenting key activities, issues, and resolutions.
• Mundane Tasks: Assist with routine and administrative tasks as needed to support overall operations.
• Security Policies: Adhere to and enforce security policies and procedures as governed by the organization.
• Learning and Development: Continuously update knowledge of CyberArk and related technologies. Willingness to learn new skills and adapt to evolving requirements.

Experience:

• Minimum of 1-2 years of experience with CyberArk, including handling user queries and managing credentials.
• Proven experience in managing change management processes and verifying change details.
• Technical Skills:
  • Familiarity with CyberArk PAM (Privileged Access Management) solutions.
  • Proficiency in generating reports and managing shift operations.
• Soft Skills:
  • Strong problem-solving abilities and attention to detail.
  • Excellent communication skills and the ability to work effectively in a team.
  • Ability to work under pressure and handle multiple tasks simultaneously.
  • Must be available to work in shifts, including graveyard shifts, and provide 24/7 support as required.

EA License Number : 11C4879

Job Description

We are seeking a CyberArk Support Specialist to join our team. This role focuses on supporting essential credential management of our CyberArk system and assisting users with various tasks. The ideal candidate will have hands-on experience with CyberArk, a solid understanding of change management processes, and the ability to work efficiently in a shift-based environment.

Key Responsibilities:

• User Query Management: Handle and resolve user queries related to CyberArk, providing timely and accurate support.
• Credential Assistance: Assist users in obtaining credentials for access to various systems and applications as per Part B requirements.
• Verification: Thoroughly verify the details of proposed changes before implementation to ensure accuracy and compliance.
• Shift Operations: Work in a shift-based environment, including graveyard shifts, to provide 24/7 support. Perform shift handovers and ensure continuity of operations.
• Report Generation: Generate and maintain various reports related to CyberArk activities and incidents.
• Shift Work Log: Prepare and update shift work logs, documenting key activities, issues, and resolutions.
• Mundane Tasks: Assist with routine and administrative tasks as needed to support overall operations.
• Security Policies: Adhere to and enforce security policies and procedures as governed by the organization.
• Learning and Development: Continuously update knowledge of CyberArk and related technologies. Willingness to learn new skills and adapt to evolving requirements.

Experience:

Minimum of 1-2 years of experience with CyberArk, including handling user queries and managing credentials.
Proven experience in managing change management processes and verifying change details.

• Technical Skills:Familiarity with CyberArk PAM (Privileged Access Management) solutions.
  Proficiency in generating reports and managing shift operations.
  
• Soft Skills: Strong problem-solving abilities and attention to detail.
  Excellent communication skills and the ability to work effectively in a team.
  Ability to work under pressure and handle multiple tasks simultaneously.
  

Shift:

• Must be available to work in shifts, including graveyard shifts, and provide 24/7 support as required.

Shift work is 8am – 8pm, 8pm – 8am.

EA Number: 11C4879

Job Description

• Support Webex Event and make sure the meetings are running seamlessly.
• Troubleshooting and maintainence the Audio/ Video Systesm
• Handle TAC
• Perform daily system health check for the AV Systems.
• Involved in BAU
• Must have experiences with Video Conferencing and Solutioning.

EA Number: 11C4879

• Job Type : Short term contract / Freelance
• Duration 15th Aug 2024 to 23rd of Aug 24 ( 9 days )
• Mode of Work : Work from office

· Looking for a Desktop Support Engineer to provide technical assistance to remotely. Hands on experience in troubleshoot Desktop/ Laptop OS (Mac) and office and other application software.

· Installation and configure Windows &MAC Workstations

· Knowledge of Different versions of Windows & Mac OS X

· Install and configure Office application with other Line of Business Applications on Windows & MAC

· Hands-on experience with MAC OS and Knowledge in Windows 10/11 OS environments is added advantage

· Knowledge on File vault Encryption / Decryption

· Diagnoses and resolving software and hardware incidents, including operating systems (MAC) and across a range of application software on the client machine (Office applications, Outlook, Teams, OneDrive etc.)

· Mobile device management, configure outlook, teams, Microsoft Authenticator etc. (iPhone, iPad, Android , Surface etc.)

· Basic knowledge on Office365 services, Active Directory, and user login methods

· Knowledge on JAMF application push and deployment for workstations

· Walking customers through installing applications and computer peripherals

· Guide users with simple, step-by-step instructions

· Conduct remote troubleshooting

· OS and Application support, ticket handling on INC, SR

· Good to have ticketing tool knowledge – SNOW, JIRA, etc.

· Test alternative pathways until you resolve an issue

· Customize desktop applications to meet user needs

· Record technical issues and solutions in logs

· Help create technical documentation and manuals

· Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role

· Knowledge on Office application like Word/Excel/ PowerPoint/ outlook / Teams

· Working knowledge of office automation products and computer peripherals, like printers and scanners

· Provide technical assistance and support issues related desktop support, Teams Conferencing support,

· VIP user coordination and support

· Professionalism when resolving service delivery and client issues in a timely manner

· Identifying and escalating business and technical challenges as appropriate and in a timely manner

· Communicating with other engineers, clients, and managers in a professional manner as situations arise, and at regular intervals ensuring that all parties involved are always kept up to date.

EA License No: 11C4879 / Registration ID : R1218583

Apar Technologies Pte Ltd, Singapore

About the role:

Perform L1 Helpdesk Support work consisting of the following scope of work:

• Monitor/reply email/phone, log tickets and manage L1 helpdesk.
• Perform L1 investigation for problem report and provide resolution.
• Route to L2 or other parties for issues that cannot be resolved by L1.
• Coordinate with L2 and other teams for resolution.
• Prepare and generate reports required for helpdesk reporting (eg. user login, number of tickets log, CVEs, alerts, SR etc).
• Monitor system (batch jobs, server utilization, system alerts etc).
• Support system patches by doing sanity testing after patches.

Your background:

• Strong written and verbal communication skills for email and phone support.
• Experience with ticketing systems for efficient handling of support requests.
• Ability to diagnose and resolve Level 1 technical issues promptly.:
• Skill in escalating complex issues to Level 2 support and collaborating with other teams.
• Proficiency in generating and analyzing helpdesk-related reports.
• Knowledge of system monitoring tools to identify and address potential issues.
• Experience supporting system patching processes and conducting sanity testing.
• Strong customer service orientation and ability to provide user support effectively.
• Ability to adapt to changing priorities and prioritize tasks efficiently.
• Proficiency in documenting support processes and resolutions accurately.

Additional Desired Skills:

• Knowledge of ITIL framework, specific software/systems, or cybersecurity principles.

EA License Number : 11C4879

About the role:

This position requires a minimum of 3+ years of experience in supporting or developing application.

Main responsibilities:

• Provide technical and functional Level 1 and Level 2 application support to a portfolio of Corporate IT and Security applications.
• Communication with end-users via phone, chat, email, and/or a support ticketing.
• Analyze and manage incidents/problems/requests coming from users.
• Collaborate with cross-functional teams to troubleshoot and resolve technical issues efficiently.
• Readressing the issue towards L3 application or infrastructure teams.
• Supervise and monitor daily and monthly jobs.
• Handle user request by working closely with project, infrastructure and production teams
• Process and issue daily, weekly and monthly reporting on data and tickets
• Able to work in shifting schedules (ASIA and EMEA)

Your background:

• Possesses strong analytical, logical and problem solving skills
• Technical background around industry leading DevOps tooling.
• Excellent communication skills in English, both written and verbal, with the ability to convey technical concemts to non-technical users.
• Strong perseverance, diligence towards attaining goals and effective time management
• Self-motivated, flexible and an excellent team player
• Understanding and respect of cultural diversity
• Ability to multi-task and work independently with minimal supervision
• Understand concepts of IT Production environment and deployment process/piplines.
• Good hands on experience in following technologies:

1. Jenkins, Maven, Nuget, SonarQube, Jira and Nexus
2. Versioning control systems: Git , AzureDevOps|TFS and SVN
3. SQL scripting (SQL Server or Oracle are preferred)
4. JIRA platform experience

• Experience in writing Windows / Linux scripting (PowerShell, Bash, Ruby, Python, etc.)

Nice to Have

• Experience working in the financial industry or a similarly regulated environment.
• Additional certification in ITIL, sybersecurity
• Programing or scripting slikkls for automation purpose.

Other Professional Skills and Mind-set

• Strong communication (written, and verbal) in English is a must.
• Proactive style of working, organizational skills.
• Strong analytical and problem solving skills.
• Ability to multi-task and work independently with minimal supervision.
• Team player mindset.
• Understanding and respect of cultural diversity.

EA License Number : 11C4879

Qualifications and Profile

Education Bachelor or better – Computer Science or related field, couped with relevant industry certification, will be advange.

This position requires a minimum of 3+ years of experience in supporting or developing applications.

Main responsibilities:

- Provide technical and functional Level 1 and Level 2 application support to a portfolio of Corporate IT and Security applications.

- Communication with end-users via phone, chat, email, and/or a support ticketing.

- Analyze and manage incidents/problems/requests coming from users.

- Collaborate with cross-functional teams to troubleshoot and resolve technical issues efficiently.

- Readressing the issue towards L3 application or infrastructure teams.

- Supervise and monitor daily and monthly jobs.

- Handle user request by working closely with project, infrastructure and production teams

- Process and issue daily, weekly and monthly reporting on data and tickets

- Able to work in shifting schedules (ASIA and EMEA)

Mandatory:

- Possesses strong analytical, logical and problem solving skills

- Technical background around industry leading DevOps tooling.

- Excelent communication skills in English, both written and verbal, with the ability to convey technical concemts to non-technical users.

- Strong perseverance, diligence towards attaining goals and effective time management

- Self-motivated, flexible and an excellent team player

- Understanding and respect of cultural diversity

- Ability to multi-task and work independently with minimal supervision

- Understand concepts of IT Production environment and deployment process/piplines.

- Good hands on experience in following technologies

• Jenkins, Maven, Nuget, SonarQube, Jira and Nexus
• Versioning control systems: Git , AzureDevOps|TFS and SVN
• SQL scripting (SQL Server or Oracle are preferred)
• JIRA platform experience

- Experience in writing Windows / Linux scripting (PowerShell, Bash, Ruby, Python, etc.)

Other Professional Skills and Mind-set

- Strong communication (written, and verbal) in English is a must.

- Proactive style of working, organizational skills.

- Strong analytical and problem solving skills.

- Ability to multi-task and work independently with minimal supervision.

- Team player mindset.

- Understanding and respect of cultural diversity.

Main responsibilities:

- Provide technical and functional Level 1 and Level 2 application support to a portfolio of Corporate IT and Security applications.

- Communication with end-users via phone, chat, email, and/or a support ticketing.

- Analyze and manage incidents/problems/requests coming from users.

- Collaborate with cross-functional teams to troubleshoot and resolve technical issues efficiently.

- Readressing the issue towards L3 application or infrastructure teams.

- Supervise and monitor daily and monthly jobs.

- Handle user request by working closely with project, infrastructure and production teams

- Process and issue daily, weekly and monthly reporting on data and tickets

- Able to work in shifting schedules (ASIA and EMEA)

Mandatory:

- Possesses strong analytical, logical and problem solving skills

- Technical background (basic/intermediate knowledge of databases, application servers and programming languages)

- Excelent communication skills in English, both written and verbal, with the ability to convey technical concemts to non-technical users.

- Possesses strong written and verbal communication skills in English.

- Strong perseverance, diligence towards attaining goals and effective time management

- Self-motivated, flexible and an excellent team player

- Understanding and respect of cultural diversity

- Ability to multi-task and work independently with minimal supervision

- Understand concepts of IT Production environment and deployment process

Nice to Have

- Experience working in the financial industry or a similarly regulated environment.

- Additional certification in ITIL, sybersecurity

- Programing or scripting slikkls for automation purpose.

Other Professional Skills and Mind-set

- Strong communication (written, and verbal) in English is a must.