L2 IT Support

Sopra Steria is a listed European technology leader specializing in Consulting, Digital Services, and Software. With over 51,000 employees worldwide across Europe, North America and Asia, the Group supports organizations in driving their digital transformation and delivering sustainable business value.

In Asia Pacific, Singapore serves as the regional headquarter for Sopra Steria’s Infrastructure, Cloud and Cybersecurity services.

Descriptions:

For this position, we are looking for a L2 IT Support to assist one of our clients in the Aerospace industry. 

Responsibilities:

End-user support

• Provide Level 2 support for incidents and service requests escalated by Level 1 teams.
• Diagnose and resolve hardware, software, operating-system and connectivity issues.
• Use approved procedures and knowledge bases to troubleshoot complex problems.
• Document, categorise, update and close tickets accurately.
• Keep users informed throughout diagnosis and resolution.

Workplace services support

• Configure, deploy, maintain, replace and recover end-user devices.
• Install, configure and troubleshoot standard software packages.
• Support printing solutions, collaboration tools, mobile devices and Workplace peripherals.
• Assist with software deployments, technical rollouts and onboarding campaigns.
• Verify that assets comply with corporate standards and security requirements.

User and access administration

• Execute routine user-administration activities within granted rights.
• Perform approved account creation, modification and deactivation activities.
• Support permission and group-management requests in accordance with validated procedures.
• Escalate privileged, non-standard or high-risk requests to the responsible team.

Incident and problem management

• Investigate recurring incidents and contribute to root-cause analysis.
• Escalate issues requiring specialist expertise to the correct support group.
• Participate in problem-management activities and permanent-solution follow-up.
• Monitor trends and propose corrective or preventive actions.

Asset and inventory management

• Maintain accurate records of equipment and local stock.
• Track deployment, assignment, movement, replacement, return and disposal activities.
• Support inventories, reconciliation, reviews and audits.
• Documentation and knowledge management
• Create and maintain operating procedures, troubleshooting guides and knowledge articles.
• Document diagnosis, resolution and escalation steps.
• Contribute to service quality, knowledge transfer and continuous improvement

Technical Competencies: 

• End-user support Proven: Level 2 diagnosis and resolution for hardware, software, operating-system, connectivity and workplace incidents.
• Operating systems: Operational support of Windows 10 and Windows 11.
• Productivity and collaboration: Microsoft Office / Microsoft 365 support; familiarity with Teams, Outlook, SharePoint and OneDrive is expected.
• Device deployment: Preparation, imaging, configuration, software installation, updates, replacement and rollout support; SCCM/MECM experience expected where used.
• Mobile support: Support for iOS and Android devices.
• Network fundamentals: TCP/IP, DNS, DHCP, VPN, wired/wireless troubleshooting and network printing.
• Identity and access: Active Directory or equivalent; account creation, modification, deactivation, permission and group management, following approved procedures.
• ITSM and support tools: Ticket lifecycle management, remote-support tools, asset-management solutions and knowledge platforms; ServiceNow experience preferred where applicable.
• Asset management: Accurate inventory, deployment, replacement, return, disposal and audit support.
• Problem management: Recurring-incident analysis, root-cause contribution, trend monitoring and corrective action proposals.

Requirements:

• Associate degree, diploma or bachelor degree in Information Technology, Computer Science or a related discipline;
• Minimum three years of experience in IT support, service desk, deskside support or Workplace support;
• Experience supporting enterprise users and end-user computing services;
• Experience working within structured IT service-management processes;
• Experience with device-deployment and onboarding activities is strongly expected for this mission