IT Support Engineer (Second Line)

at  Progeny

DESCRIPTION

Progeny is currently entering an exciting phase of international growth and succession, which has led to an investment in the expansion of the international IT Team. As our business becomes more technology-driven, we are looking for an experienced Second Line IT Support Engineer based in our Singapore office. In this dynamic role, you will support a wide range of team members across the globe with any daily IT issues and support the IT Team in maintaining Progeny’s IT network, servers, and security systems which are critical to our continuous growth.
Reporting to the IT Support Team Leader, you will collaborate, organise, and maintain crucial elements of Progeny’s infrastructure to ensure it is effective in supporting our teams to deliver world-class client service. Utilising your excellent interpersonal skills, you will serve as a key point of contact for colleagues across multiple global locations with incidents and requests, developing great rapport and providing outstanding service. You will also use your previous technical experience to delve into analysis work, aiming to optimise our network and systems to support Progeny’s current goals and ambitions for the future.

SKILLS, KNOWLEDGE AND EXPERTISE

• Microsoft MTA and MCP level qualifications (especially in O365, Windows Desktop or Server)
• Proven experience working in a similar role.
• Proven experience using MS Windows 7 + 10.
• Knowledge of MS Server 2012 and beyond
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP)
• Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels.
• Ability to prioritise, manage and perform under pressure.
  Please refer to our job description to review the responsibilities and person specification in more detail.

• Second Line IT support in Singapore, and providing remote support to Dubai, Belgium, and UK offices, where needed.
• Application support for company platforms.
• Diagnosing and resolving technical issues and working to SLA thresholds for incidents, requests, and problems.
• Serving as a key point of contact for Progeny team members seeking technical assistance over the phone, email, or in person.
• Undertaking analysis, diagnosis, and resolving a variety of problems ranging in complexity.
• Managing several open Incidents/Problems and mini projects simultaneously.