General Description IT Onsite Support is responsible for managing day-to-day IT operations, with a primary focus on addressing end user requests and incidents. The ideal candidate should demonstrate strong technical skills, customer focus, attention to detail, problem-solving abilities, multitasking capability, and computer proficiency. Key Features of the Position Essential Responsibilities and Duties: - Provide second-line investigation and diagnosis for IT issues. - Resolve and close incidents/service requests according to help desk procedures and within allocated timelines. - Escalate unresolved incidents/service requests within agreed timescales. - Log relevant incident/service request details as per help desk procedures. - Communicate with clients regarding incident progress. - Troubleshoot and resolve PC incidents and/or VIP requests. - Ensure tickets are updated at all times until issues are resolved. - Liaise with clients, other IT support groups, and third-party providers as necessary. - Coordinate with vendors for hardware repair. - Perform staging of PCs and laptops. - Carry out IMAC (Install, Move, Add, and Change) activities. - Administer mobile phone requests (Corporate SIM card). - Provide support for Markets (Trading) with their unique workstation setups and requirements. - Support night desk staff who work outside standard office hours. - Prepare video conferences upon request. - Assist with special event coverage. - Create and maintain documentation. Regulatory Responsibilities &/or Risk Management: - Ensure ethical and compliant behavior within the area of responsibility by demonstrating appropriate values and behaviors, including but not limited to: - Honesty and integrity - Due care and diligence - Fair dealing (treating customers fairly) - Management of conflicts of interest - Competence and continuous development - Adequate risk management - Compliance with applicable laws and regulations Skills Requirements of the Position Personal and Social: - Strong oral and written communication skills, especially in English. - Ability to analyze, interpret, and apply regulatory material and internal controls. - Willingness to be on standby and available for ad-hoc work activities during off days or non-office hours to support IT-related activities. - Excellent customer interface skills; proactive, independent, self-motivated, and able to work under pressure. - Good interpersonal communication skills. Professional and Technical: - 2 to 4 years of working experience with desktop/network equipment in an IT environment, providing onsite support. - Possess an ITE or Diploma in Computing, Electrical/Electronic Engineering, or a related field of study. - Proficient in using a variety of office software, specifically Word, Excel, PowerPoint, SharePoint, and Outlook. - Ability to write technical support documentation is a plus. Reporting Line - Functionally reports to Lead IT Onsite Support Asia. Further Information - Region/Division: Asia Information Technology - Location: Singapore