IT Support Analyst

IT Support Analyst

Job title: IT Support Analyst Position Reports to: IT Service Delivery Manager Location: Singapore (onsite and remote) What is the purpose of the role:

To provide the first and second line point of contact between the business and the IT department for incident and service request management for the APAC region.

Key Responsibilities

To log all incidents and service requests in the Ebiquity IT service management tool, Manage Engine. The interactions can take place through multiple channels e.g. phone, email, face-to-face or IM

To regularly check the unassigned queue in the ITSM tool and promptly and accurately reassign tickets to the relevant resolver group

Responsible for, deploying, configuring, supporting user devices (Laptops, workstations, smart devices, printers)

Work closely with third-party IT service providers to maintain effective relationships and ensure high-quality support delivery

To either resolve or escalate incidents and service requests in a timely manner and according to service level agreements (SLAs)

To carry out the following daily checks: Service Desk (Manage Engine), Backups. Where an issue is identified, a ticket needs to be raised in the ITSM tool and actioned appropriately

Troubleshooting / repairing Laptops, and installations

To carry out user administration (e.g., new starter account creation/leaver)

To provide input to process documentation

Creating, modifying and restoring backups

Restarting Azure VMs and services

Troubleshooting and modifying web proxy rules

Working with our MDR provider and resolve security threats

Adding devices to Intune/Autopilot

RMM Tool - Utilise the tool to troubleshoot and support user devices

Using cloud dashboards to trouble shoot Wi-Fi, switch and firewall connectivity

Troubleshooting VPN client issues

Skills, Knowledge & Expertise

Minimum 2 years experience Good technical knowledge of Windows operating systems Knowledge of WI-FI, network switches, firewalls Windows Server 2012 to 2019 administration experience Active Directory and Entra administration and management Microsoft product support (Excel, Outlook, Word, PowerPoint) Microsoft Office 365 support and administration Support of mobile devices with MDM Strong communication skills Good customer service skills Good analytical/problem-solving skills, especially in continual service improvement Ability to work well under pressure with an eye for detail Passion for technology Willingness and enthusiasm to learn is essential with a can-do approach Self-motivated and organised Must be a team player

Job Benefits

We are a global fast-growing company which offers a variety of opportunities for you to develop your skill set and career. Growth in an international environment, working in a highly collaborative and multidisciplinary team.

About Ebiquity

About Ebiquity: Creating a Better Media World, Together. Ebiquity is the world leader in media investment analysis. We harness the power of data to provide independent, fact-based advice, enabling brand owners to perfect media investment decisions and improve business outcomes. We are a data-driven solutions company helping brand owners drive efficiency and effectiveness from their media spend, eliminating wastage and creating value. We provide analysis and solutions through five Service lines:

• Media Management
• Media Performance
• Marketing Effectiveness
• Contract Compliance

More than 500 media specialists operate from our 18 offices across 16 countries, covering 80% of the global advertising market and that's why we want the best talent available, regardless of race, religion, gender, gender reassignment, sexual orientation, marital status, pregnancy, disability or age. Our Core Values

Collaboration - The foundation on which we build our business, and we put people first, whether they are clients or colleagues Creativity - We are consistently looking for new ways of doing things and new ways of thinking Clarity - We prioritize clarity for our clients and colleagues in the way we work, leading with transparency Courage - We have an unshakeable belief in what we are capable of together as a team.