IT Helpdesk Support

Summary

Join G-P's diverse, remote-first team as an IT Support Technician, providing top-class IT support to all users. This hybrid role, based in Singapore, requires managing IT tickets, collaborating with global colleagues, documenting procedures, and ensuring software compliance. You will work with third-party vendors, enforce information security policies, and handle both BAU and non-BAU tasks. The position requires 2-4 years of IT support experience, ITIL certification (or study), and cloud environment experience. G-P offers competitive compensation and benefits.

Requirements

• 2 - 4 years of previous IT support experience
• ITIL best practice for IT Service Management ITIL V3 or V4 certification or at least currently studying for this
• Experience supporting users in a cloud-based environment
• Previous experience in a Support Team role (helpdesk or Deskside Support)
• Understanding Cloud Infrastructure (IaaS, PaaS, SaaS) and technologies such as Microsoft Azure, Google Cloud, Amazon Web Services (AWS)
• A strong technical background in topics relevant to this role, such as Azure AD identity management, two-factor authentication, Google Workspace, MS Office 365 administration, client configuration, mobile device management and deployment
• Knowledge of client automation tools (Intune, Jamf, ConnectWise Automate/Manage), endpoint security platforms (Webroot, Microsoft Security offerings), and collaboration platforms (SharePoint, Slack)
• Strong communication skillset both technical and end user level

Responsibilities

• Provide and maintain a top-class IT Support service to all GP users, while ensuring the effective delivery of ticket management within Level 1 & 2 support
• The role acts as an IT Support Technician and perform tasks akin to that of an IT helpdesk
• Responsible for both IT ticket resolution via a Helpdesk Ticketing system, with management of own work queue
• Teamwork: Work closely with your global colleagues across IT Support to share knowledge and technical expertise as needed. Provide best in class local support to all G-P executives and staff
• Documentation/Communication: Document all operating procedures, automation, and best practice initiatives in line with ITIL standards
• Software: Document and ensure all approved software are catalogued, licensed, and under agreed SLA support
• Managed services: Work with third party managed services providers/ vendors to provide full and optimal support for all systems globally
• Information Security: Apply and enforce all Information security policies across the group. Enforce established standards for client hardware, security, and software, including compliance with all relevant IT standards. SOC2, ISO27001, Data Protection - GDPR. Ensure all systems are patched to the latest levels, and cybersecurity controls are applied across the estate
• Queue and Ticket Management (Service Now)
• Attendance in regional Daily Huddles and Team Weekly’s
• Building laptops and MacBooks for onboarding purposes
• New user account provisioning (onboarding process)
• Ad Hoc IT projects

Benefits

Competitive compensation and benefits