Closing Date: 9th November 2018

Build Run Repair Pte Ltd


BRR provides Technical Advisory, Engineering, Procurement and Construction Management services for the Pulp & Paper, Packaging, Recycling and Waste to Energy sectors.

IT Support Lead

Salary: 6000

IT Support Lead

About the team:

Our IT team provides a centre of excellence for our manufacturing operations in Asia, Australia, and New Zealand.

We are looking for an IT Support Leader to lead, mentor, coach, support and motivate our Level 1 support team and improve the overall team's performance and knowledge.

Our technical support team handles Level 1 IT support activities, and inquiries from users and business managers across all elements of our IT environment. The IT support Lead needs to encourage and uplift the team members technical skills to handle Level 2 IT Support activities in the future.

Responsibilities

Lead the introduction of support for all new or enhanced services from a support perspective:

  • Work with service leads to prepare for transition and participate in CAB
  • Prepare the training material, plan, schedule, manage and complete KT for support teams
  • Monitor, report and propose continuous improvement efforts based on service tickets related to the introduction of new services
  • Determine and allocate best use of resources to cover first level support performance including rostering indirect reports and highlighting requirements of broader team to achieve targeted performance levels
  • Monitor adherence to standard operating procedures (SOP) and Identify improvements and relevance / accuracy of SOP’s for greater output and quality
  • Drive continuous improvement, i.e. ensuring of reduction in aging tickets, decrease of Incident Re-Assignments and decrease in MTTR
  • Monitor (hourly / daily / monthly) performance (including call characteristics) and implement strategies to improve and report to management with a focus at all times to exceed support performance goals, SLA adherence and business expectations
  • Identify, prioritise and schedule problems and act as an escalation point for the team
  • Set strategies for the team to identify diagnose, resolve or prevent reoccurring incidents and requests and introduce automation methodologies to reduce them
  • Personally document and lead the team in creating all pertinent end user identification information and nature of problem or issue and document the problem-solving process
  • Provide support to the support team and business partners to troubleshoot any L1/L2 Application and hardware incidents and requests and act as the single point of contact for the team’s after hour Incidents and requests escalations within given SLAs
  • Respond to and resolve all VIP user problems with hardware, software and/or services for all desktop computing equipment, install and upgrade equipment and software, deploy and maintain mobile equipment like smartphones and tablets remotely
  • Ensure all incidents and requests are logged and kept current in the ITIL tool

Key Skills

  • Excellent verbal, written and customer service skills
  • Attention to detail and strong reporting skills
  • Motivation to lead and support a productive team in a challenging environment
  • Knowledge and experience with remote access methods and technologies
  • Strong hardware support & trouble shooting skills for Desktops/Laptops/Printers/Phones
  • Strong Time management skills and can work under pressure
  • Ability to investigate, identify and solve problems quickly and efficiently
  • Ability to self-organise, direct and supervise with strong leadership
  • Willing to learn new technologies
  • Willing to be contactable and responsible for the team after business hours including night and weekends

Qualifications and Experience

  • Experience in building, managing and developing a team of experienced technical staff, prioritising work effectively to meet demand, SLA’s and stakeholder expectations
  • Experience supporting and maintaining Active Directory and knowledge of Configuration Manager 2007/2012, SOE and office application roll outs, image creation and group policy editing
  • Experience covering Windows 7, 10, Active Directory, Ms Office, general Hardware/Software troubleshooting and supported Microsoft infrastructure
  • Google Mail & supporting applications
  • Minimum 4 years IT technical support experience
  • Minimum 3 years of experience leading a team of 5+ IT Support Analysts
  • Experience in delivering IT technical service and process in line with ITIL methodology
  • Technical support, configuration and trouble shooting skills in one or more of:
    • End user computing environment including Windows 7 & 10, MS Office, Gmail & Google Apps, general hardware & software including desktops, laptops, printers, print servers, and a variety of desktop applications
    • Core infrastructure services including Active Directory, Group Policy, DHCP, and DNS, especially from a user issues perspective
    • Wintel server administration including supporting and maintaining AD and group policy editing, Configuration Manager 2007/2016, SOE and application roll outs
    • Network support including routing, switching, firewalls and/or voice equipment and services; exposure to system design and configuration, release management, performance management and/or capacity management
  • Relevant IT certifications
  • As your business unit client base covers Asia through to New Zealand the ability to be contactable and work flexibly out of normal office hours is essential

What’s on offer

  • A competitive remuneration package aligned to your skills and years of experience
  • A growing organisation committed to the extensive use of technology to improve business performance which will drive ongoing training and upskilling
  • A strong desire within the company to ensure employees are cross skilled across functional systems