Information Technology Support Specialist

Location: SingaproreContract Duration: 12 Month Initial About the Team IT Operations is the first port of call for employees when they need help or have an issue with technology. We’re a friendly and helpful team, happy to greet our new hires on their first day, help employees with technical support, and manage our hardware and fleet of laptops across all of our global offices. We provide services across our service desk, over chat, and face to face and zoom in our core offices. Job Summary: You’ll provide outstanding customer service and support to the team in our offices and remotely. We’re obsessed with delivering a fantastic support experience and world-class customer service. From new hire IT onboarding to service desk tickets and walk-up support, meeting room and all-hands AV, you’ll be the “face” of IT to our team. You’ll be the first point of contact when things go wrong for our team, and you’ll work closely with your peers internationally to provide a consistently great support experience for our team. You’ll get to work on a lot of different technology and projects, and grow your skills in engineering. This job is in-office, with reasonable flexibility to support onboarding, events or team initiatives early or late. This role will support a 24x7 location during business hours. Key Responsibilities ● Provide on-site and remote tech support for all employees and contractors, on macOS and MacBook support, and Windows software and PC support. ● Provide software support and troubleshooting on macOS and Windows OS ● Use basic hardware troubleshooting skills - quickly able to debug common problems with windows and Apple hardware and computers ● Strong troubleshooting skills with common software, i.e. Zoom, Slack, Google Chrome, Google Workspace, etc. ● Provide AV support for our meeting rooms, event spaces and office technology ● Conduct new hire IT onboarding events every week ● Refresh off boarded laptops and ready for reissue● Basic administration of one or more applications - Google Workspace, Slack, Okta and troubleshoot ● Write exceptional documentation and support knowledge guides - clear, concise and easy for all audiences to understand and act on ● Handle complex requests and triage and prioritise - escalating where absolutely necessary, ● Thrive in a startup environment – managing ambiguity and working with various teammates and teams to get things done regardless of hierarchy ● Be a local point of contact and represent the IT team to vendors, employees and contractors. ● Reasonably lift common IT equipment such as monitors and desktop PCs and hardware for desk moves or installation as needed or required. Qualifications ● Exceptional customer service and hospitality skills ● Strong communication skills - written and verbal ● Great documentation skills – you can document your work to a high standard ● Experience with supporting and troubleshooting common MDM applications – mac and windows ● Experience with basic administration of Google Workspace, Okta, Confluence, JIRA, Zoom ● Strong Slack and chat support ● Strong knowledge of Google Workspace and Slack basics ● Strong technical troubleshooting skills - hardware and software ● Intermediate networking troubleshooting - you know the basics of networking and common issues with wifi, ● Experience in high growth multinational tech companies – understanding of different cultures, ● Strong ability to multitask and work on multiple competing priorities