Onsite IT Support Engineer

Singapore
Permanent
Full-time

1 month ago
Apply easily

About UsThrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don't view their weekdays spent at 'a job' but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!Position OverviewField based Technical Support Engineers work within our Site Services sub function, and are responsible for all 2nd-3rd on-site breakfix customer support. This is a very customer facing role, and this individual will have experienced and developed communication skills in equal measure to technical ability. On-Site support will be provided via a combination of on-site customer shift rotations (working on-site in a dedicated capacity for a customer over as set period of time), or dispatched to a customer site in an adhoc capacity as part of a shift rotation on-site at the regional Thrive offices. Those within this team are responsible for setting the very best impression of the firm, as they represent the business when working with customers on directly in their offices. This position therefore requires high levels of professionalism, strong problem solving skills and the ability to quickly learn new technologies.Responsibilities

Ability to handle diverse computing environments in a wide cross section of business clients
Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution
Assisting project teams in onboarding new clients and O365 and Sharepoint migrations
Perform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the cause

Sets client expectations appropriately throughout the troubleshooting process
Utilizes appropriate software utilities, Thrives’ Protect software, and vendor or application specific tools to provide fastest resolution of customer incidents
Monitor the Remote Service Center (RSC) Service Board for newly created service tickets

Prioritize tickets created

Communicate steps taken during troubleshooting and resolutions through clear non-technical communication
Demonstrate the correct level of urgency while resolving client incidents
Resolution of incidents/requests related to, but not limited to the following:

Mail Application/Office 365 issues
Client/Server Connectivity issues (per SOP)

Time Sensitive and VIP Workstation incidents
File Restores
Remote Access incidents (Citrix and Terminal Services)
Networked Printer Issues

Qualifications

3 plus years’ experience in providing on-site face-to-face IT Support in sophisticated Trading Floor environments, where high levels of services and technical expertise are required.
Strong communication and customer service skills
Demonstrated ability to work independently and have made strong technical and business judgements in mission critical IT support functions within a Financial Services environment
Strong diagnostic and troubleshooting skills
Driven to provide superior support. Demonstrate a true ownership mentality
Strong knowledge of O365, Active Directory and Exchange is essential
Expert in creating user accounts, creating distribution Lists and global contacts in Exchange etc.
Good understanding and experience working with VMWare
Strong knowledge of industry standard desktop imaging and packaging. MDT or SCCM
Strong understanding of market data – Bloomberg, Reuters, FactSet etc. Proven expertise integrating with Excel plug-ins
Basic networking knowledge of routers, firewalls, and switches
Working knowledge of spyware and malware removal tools
Strong knowledge of mobile device management
Powershell scripting
GPO Creation & Active Directory Management

Thrive