Primary Purpose of Position
Responsible for day-to-day effective provisioning, installation, configuration, operation, and maintenance of global systems hardware, software and supporting infrastructure. Assists help desk teams with technical issues and problem resolution. Performs technical performance analysis, research, project planning and development to facilitate continuous improvement within Surbana Jurong’s Global IT infrastructure.
To directly supervise Associate or Technical specialist resources as required.
Key Responsibilities
Integrate with the IT Helpdesk and provide desktop support services for Surbana Jurong business through either telephonic, email, Lync or TeamViewer support.
Be an escalation point for the service desk to resolve incidents and problems for Surbana Jurong global users
Identify, troubleshoot and resolve systems, security and network related problems encountered by global users.
Engage with local IT or Corporate IT to facilitate the successful resolution of server, systems, network and PC related service issues for Surbana Jurong users.
Responsible in day to day monitoring and support for company's IT infrastructure Operations based on IT Operations Service catalogue
Working within the service team and be rostered-on to provide escalated support after hours and Holidays shift support
Creation and updating of operational documentation, policies and procedures based on IT Operations Service Catalogue
Responsible in sustaining and compliance of Patch Management process for Global IT Operations
Responsible in sustaining the Availability management process for Global IT Operations
Provide support to global operations related to the acquisition, installation, maintenance, problem diagnosis, training and system management handover of infrastructure systems.
Participate with the implementation of new technologies including system performance and monitoring tools, virtualization of hardware and software and data backup technologies
Assist with security to protect the hardware, software and information resources of Surbana Jurong from unauthorized access, tampering or physical damage, including application based / Active Directory security, anti-virus products, patch management and etc.
Provide cost analyses and purchasing recommendations for the purpose of ensuring global IT delivery objectives are achieved within budget
Troubleshoot and perform disaster recoveries, as well as backing up data in the event of possible network issues or malfunctions or replacement of defective devices and installation of software.
Understand responsibilities and requirements in the event of Disaster Recovery
Keep abreast of best practice standards and changes in Information Technology.
Provide input to Information Technology strategies and policies.
Other duties and responsibilities as required
Key Qualifications, Knowledge, Skills and Experience
A Bachelor's/College Degree in a related field.
Five or more years of related technical and managerial experience in a technical support environment.
MCSE (Infrastructure or Cloud), ITIL and / or related technical qualifications.
Knowledgeable in Windows technology (Desktop Win7, Vista, Win8, Win10), (Server 2008, 2012, 2016), (Active Directory/DNS/DHCP), Office 365/Exchange and Virtualization environment such as Hyper-V and VMware
Experience in WSUS, SCCM, SCOM and any patch management technologies
Strong Documentation, RCA’s and record keeping skills
Experience with scripting languages to automate tasks (Powershell, VBscript and Batch file)
Ability to work autonomously and within a team environment.
Ability to prioritize tasks within a multi-tasking environment.
Excellent and proven communication skills, both written and verbal to enable a high level of satisfaction with both technical and non-technical personnel.
Skilled in Ant-Virus, Spam management, Anti-SpyWare, firewalls and proxy Servers.
Ability to apply analytical skill and conceptual thinking to operations and systems planning across a range of technologies.
Strong Understanding of LAN/WAN networking and Network management / optimisation (e.g. Exinda / Packeteer / Riverbed) is a distinct advantage
At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!
Skills Required
- Bachelor's/College Degree in a related field
- Five or more years technical and managerial experience in a technical support environment
- MCSE (Infrastructure or Cloud), ITIL or related technical qualifications
- Strong knowledge of Windows desktop and server platforms (Win7/Vista/8/10; Server 2008/2012/2016)
- Active Directory, DNS and DHCP administration
- Office 365 and Exchange administration
- Virtualization experience (Hyper-V and VMware)
- Experience with WSUS, SCCM, SCOM and patch management technologies
- Scripting to automate tasks (Powershell, VBScript, Batch)
- Experience with anti-virus, spam management, anti-spyware, firewalls and proxy servers
- Strong documentation, root cause analysis (RCA) and record keeping skills
- Ability to work autonomously and in a team; strong written and verbal communication skills
- Understanding of LAN/WAN networking and network management/optimization
- Experience with Exinda, Packeteer or Riverbed network optimization tools
What We Do
Surbana Jurong and our member companies are a global multidisciplinary consultancy group with more than 120 offices in over 40 countries. We are architects, designers, planners, engineers and other specialists, driven by progressive thinking to create a better built environment. We are united in our mission of Building Cities, Shaping Lives. By designing and delivering quality housing, workspaces, roads, rail, hydropower, dams, underground and coastal protections and other critical infrastructure, we are creating smart and sustainable spaces where communities and businesses, present and future, can thrive. With over 70 years’ experience delivering projects worldwide, we see every project as an opportunity for us to fulfil aspirations and enrich lives. Join us, and join a culture of innovation, passion for problem-solving and commitment to shaping a better future.
