Job Description: We are looking for a Desktop Support Engineer to join our team to provide technical support for MDM, an identity & access management solution coupled with single sign-on. The ideal candidate will have experience in cloud operations, troubleshooting, incident resolution, and providing IT support to customers.

REQUIREMENTS:

• Experience in cloud operations, troubleshooting, and incident resolution
• Knowledge of Azure/AWS and its services
• Familiarity with Tanium platform and its modules
• Ability to work with principal vendor counterpart on operative issues
• Bachelor’s degree in computer science, information technology, or a related field
• ITIL foundation certified
• Azure administrator associate or expert level certification
• 3+ years of experience in providing IT support to customers, preferably in a government or public sector setting
• Familiarity with various IT products and services, such as Windows 11, MacOS, Intune, Tanium, Cloudflare
• Knowledge of the Singapore Government Tech Stack (SGTS) and its components
• Proficiency in various IT software and hardware, and network security practices
• Ability to diagnose and resolve technical issues using various tools and methods
• Excellent communication, interpersonal, and customer service skills
• Ability to work independently and collaboratively in a fast-paced and dynamic environment
• Ability to prioritize and manage multiple tasks and deadlines
• Willingness to learn new skills and technologies
  

  LI-JM1

• Monitor software releases by toolset product principles
• Provide L2 support and maintenance in the production environment
• Perform planned monthly or ad-hoc OS/Security patching for monitored platforms
• Troubleshoot and resolve incidents in accordance with incident management and expected service levels
• Create and maintain up-to-date documentation
• Coordinate with Resolver Group to resolve incidents affecting availability
• Attend to users physically if needed
• Provide technical support to customers who use various IT products and services, including Windows 11, MacOS, Intune, Tanium, Cloudflare, via phone, email, chat, or remote desktop
• Escalate complex or unresolved issues to the relevant parties or vendors
• Document customer queries, issues, and solutions in a clear and concise manner
• Monitor and report on the performance and usage metrics of the IT products and services
• Provide feedback and suggestions to the product development teams to enhance the functionality and user experience of the IT products and services
• Stay updated on the latest features, updates, and best practices of the IT products and services