About Your Role:

To maintain the day-to-day IT operational support for VF Singapore office. While providing a high level of customer satisfaction, Service Delivery Technicians are responsible for resolving incidents and requests in a timely fashion and escalating to the appropriate support groups. Service Delivery Technicians must have a good balance of basic technical skills as well as customer-facing skills.

Your Responsibilities Will Include (but are not limited to):

Responsible for daily IT operations and support.Monitor Service Desk tickets assigned to the queue and resolve them timely according to SLA.Install and configure computer hardware, software, systems, networks, printers, mobile phones, and any other IT-related devices.Communicate with users to determine the nature of problems and the best approach for resolving the issues.Perform hardware and software upgrades as per request.Handle projects with different functional teams to define requirements and implementation plans.Escalate and report any emergency cases to different functional teams.Analyze the incident tickets and determine areas of improvement.Maintain IT equipment inventory monthly and quarterly.Conduct knowledge articles and guidelines and provide training sessions as necessary.Assist with defining Service Level Agreement (SLA) and ensuring the team meets the SLA.Provide backup support to Senior Service Delivery Technician and Manager, EUS, and SD Team.Ensure facilities such as conference rooms and computer equipment are in good operational condition.

What We Will Be Looking For In You:

Solid working experience as tier 1 and tier 2 end-user support.Windows 10/11 and Macintosh administration and troubleshooting skills.Knowledge in Active Directory, VPN, Unity, Zoom, Adobe, Microsoft O365 including Outlook, Word, Excel, PowerPoint, SharePoint, Teams, OneDrive, etc.Knowledge in ServiceNow ticketing system and ability to view/create/resolve tickets.Ability to troubleshoot/resolve IT issues remotely via Proxy Air, SCCM, Zoom, Teams, and RDP.Able to work independently and liaise with global teams.Self-learner, team player, and able to work in different environments.Excellent analytical and problem-solving skills.Occasionally required to work or join meetings during non-office hours.A good team player with excellent communication and problem-solving skills.

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