Senior Officer, Workplace and IT Support (JR-0023861)

• Providing technical expertise and guidance to junior members of the team, including mentoring and coaching.

• Troubleshooting and resolving complex IT issues and escalating issues as necessary to ensure timely resolution.

• Maintaining an accurate inventory of IT equipment and software licenses, ensuring that all assets are properly tracked and managed.

• Responsible for statistical reporting to management team on the status of IT projects and service desk tickets.

• Managing and supporting end-user devices, such as desktops, laptops, mobile devices, and peripherals, ensuring that they are properly configured, secured, and maintained.

• Providing technical support and assistance to end-users within the organization, including troubleshooting and resolving hardware and software issues.

• Performing any other ad-hoc IT tasks as assigned.

• Assist in designing project plans, coordinating business users on UAT, and implementing solutions.

• Participating in and providing feedback to Group's initiatives of any projects, changes or updates on IT workplace service delivery, adapting to Group office.

• Learning and sharing knowledge in different forms, from contributing with articles in the Knowledge Database up to delivering training or facilitating forums.

• Execute and drive the collaborative work culture with other teams and departments, such as the Service Delivery, IT Security, O365 Admin, and Network team, to ensure that incidents and negative trends are identified and resolved promptly.

• Work independently and drive continuous improvements in the area of expertise while aligning with Group practice

QUALIFICATIONS / EXPERIENCE

• At least 3-5 years of solid experience in helpdesk/Azure/O365/workplace engineering is a must.

• Degree from Information Technology or equivalent discipline.

• Strong project management skills, with the ability to manage multiple projects and priorities simultaneously

• Strong problem-solving skills, with the ability to quickly diagnose and resolve technical issues

• Technical certifications in relevant areas such as Microsoft, Cisco, or CompTIA

• Experience with Azure/SCCM/InTune.

• Experience in Office 365 environments including implementation of Exchange, OneDrive, Teams and SharePoint.

• Experience with supplemental technologies such as migration tools associated with modern workplace technologies.

• Skills and experience with automation tools such as PowerShell and various scripting tools.

• Proficient with technical writing and document along with effective presentation skills.

• Experience with disaster recovery and business continuity planning.

• Excellent communication, problem-solving, and customer service skills.

KNOWLEDGE & TECHNICAL SKILLS

• A strong understanding of IT systems and infrastructure, including operating systems, networking, security, cloud platforms, and other relevant technologies

• A strong customer service orientation, with the ability to effectively communicate with end-users and stakeholders, identify end-user needs and requirements, and deliver high-quality support services

• Strong analytical skills. Ability to analyze data and metrics to identify areas for improvement, and make recommendations for process or system changes

• Good understanding of mobile & hybrid infrastructure architecture

• Good understanding of security such as PKI and certificate

• Understanding of IT operation of insurance company will be a plus

• Ability to quickly learn and develop skills in new technologies

• Thrives and welcomes the dynamic and constantly evolve environment.

• O365, SharePoint and Intune.