Senior Executive, Information Systems & Technology (AV, O365,intune) (12-Months Contract)

The Role

This end user support role will be supporting IT and Audio Visual  as well as setting up audio and visual requirements for new offices and meeting rooms, and also supporting intune/MDM/O365.

Job Responsibilities

• Provide 1st/2nd line technical support covering all areas of IT (software/hardware), include diagnose issues, identify root cause, provide technical solution and close service tickets within SLA.
• Logging, prioritization and escalation of IT issues and requests via our ticketing system.
• Resolution of support issues and requests via telephone or remote support.
• Assist VIPs to address their IT related issues.
• Provide the alternative resolution or workaround to resume the services, which are mission critical and impact to business.
• Updating and maintaining of hardware asset registers, software licenses, keep and software, antivirus signature definition updated in all computers.
• Assist in clearing vulnerabilities issue which reported by Security and Software Patching Team.
• Manage desk moves and changes, including the staff on/off boarding process.
• Own technical escalations end-to-end, ensure resolution has been fully implement and end user satisfaction has been achieved.
• Provides employee introductions to various systems/applications and training as needed.
• Support the development and implementation of all IT policies and operating procedures.
• Support on O365 suites, e.g. MS Teams Creation, SharePoint Creation, Microsoft Defender (AntiSpam Management), Shared Folder, Distribution List & Security Group, Shared Mailbox, etc.
• Support staff over laptop and mobile issue on work related MDM.
• Setting up meeting rooms and standby for scheduled events and management meetings. 
• Attend and support onsite local office when necessary. 
• Supporting overseas onsite offices by remote.   

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• Handling IT projects and other related duties, e.g. liaising with vendors, etc.
• Scope of support will cover the various hardware, software and technologies deployed in Mapletree.
• Microsoft technologies – Win10, O365 (Email, OneDrive, SharePoint and Teams), Intune, Defender AD, folder management.
• Familiar with automation scripting like PowerShell and RPA tools;
• Asset Management software – ServiceNow;
• Remote support software – TeamViewer;
• Video Teleconferencing software – Webex and Teams, Zoomauo;
• Meeting room AV solution – Cisco Room OS, Microsoft Meeting Teams Room, Huawei Ideahub (Windows) Screenbeam (Miracast);
• Mobile devices - Android and IOS;
• MDM –Intune Company Portal;
• 2FA – Microsoft MFA;
• Printers/copiers/scanners setup, (Papercut);
• Projector/Board room conference facility;
• Desktop / Laptop computers;
• Computer peripherals, such as monitor, privacy filter, mouse, keyboard, etc.;
• Computer software compliance testing and installation;
• Microsoft Defender Antivirus.

Job Requirements

• Diploma in Computer Science/Information Technology or relevant experience with specialist qualification 
• Minimum 5 years’ relevant experience
• Solid technical background, including experience working with Active Directory, Group Policy, Windows 11, Windows 10 and Office 365
• Experience of Basic Networking, DNS, DHCP, Active Directory, AD Connect
• Experience of troubleshooting PC/Server Hardware and Software issues
• Understanding and knowledge of network troubleshooting skills in Windows environment
• Problem management experience desirable
• Proven experience of 1st/2nd line support experience (essential)
• Understanding of networking protocols and principles
• Desktop Imaging, Autopilot and standard build creation
• Knowledge of IP telephone systems
• Strong analytical along with logical approach to troubleshooting and problem-solving skills are essential across multiple services and technologies
• Ability to function well under pressure / be comfortable with delivering at pace
• Self-motivated, organized and able to work on their own initiative
• Knowledge of Audio and Video conferencing system
• Strong experience with teleconferencing platforms (WebEx, MS Teams, Zoom)
• Experience with mobile device management (Intune)
• Experience with Cisco VOIP phone