Job Opportunity

Role Objective
To ensure the maximum uptime, security, and performance of customer’s IT infrastructure. You will be responsible for the end-to-end lifecycle of both networking hardware and server systems, from initial design and deployment to proactive monitoring and complex troubleshooting.

Key Responsibilities

Network Administration & Engineering
Design & Deployment: Architect and configure Local Area Networks (LAN), Wide Area Networks (WAN), and Wireless (WLAN) solutions.
Hardware Management: Hands-on installation and maintenance of routers, switches (L2/L3), firewalls (Fortinet) and Load Balancers.
Connectivity: Manage VPN tunnels (Site-to-Site and Client-to-Site), VLAN segmentation, and routing protocols (OSPF, BGP).
ISP Coordination: Liaise with service providers to manage internet circuits and resolve external connectivity issues.

System Administration & Virtualization
Server Management: Administer Windows Server (2019/2022) and Linux (RHEL) environments.
Directory Services: Manage Active Directory, Group Policy (GPO), DNS, and DHCP services.
Virtualization: Maintain virtual environments using VMware vSphere or Microsoft Hyper-V, including resource allocation and VM snapshots.

Security & Compliance
Hardening: Implement security best practices to harden servers and network devices against cyber threats.
Patch Management: Execute regular updates for OS and firmware to mitigate vulnerabilities.
Endpoint Security: Manage enterprise Antivirus/EDR solutions and email security gateways.
Backups: Oversee and ensure daily backups are successful.

Monitoring & Support
Proactive Monitoring: Use tools (e.g. PRTG, SolarWinds) to monitor traffic patterns and system health.
L2/L3 Troubleshooting: Serve as the escalation point for complex technical issues that the general IT support team cannot resolve.
Documentation: Maintain up-to-date network diagrams, asset inventories, and standard operating procedures (SOPs).

Required

Education: Bachelor’s degree or Diploma in Information Technology, or a related field.
Certifications (Preferred): CCNA/CCNP (Cisco), MCSA/MCSE (Microsoft), or VCP (VMware).
Technical Proficiencies:
Strong grasp of TCP/IP, Subnetting, and the OSI Model.
Experience with Storage Area Networks (SAN) and NAS.
Familiarity with Automation/Scripting (PowerShell, Python, or Ansible).

Soft Skills: Analytical mindset, ability to work under pressure during outages, clear communication skills to articulate problem statement to customers and documenting technical changes and incident reports.
•
Preferably with minimum 2 years of industry experience

Be Part of Our Success
 Conduct market research to identify selling possibilities and evaluate customer needs
 Actively seek out new sales opportunities through covering the assigned territories, networking, and social media
 Set up meetings with potential clients and listen to their wishes and concerns
 Prepare and deliver appropriate presentations on products and services with confidence and conviction – have through and intensive knowledge of the proposed solution
 Create quality reviews and reports with sales and financial data that includes the pipeline file for sales cadence
 Forecast the sales opportunity closure probability from a business perspective with awareness of sales management such as sales numbers, attrition, headcount, training needs, etc.
 Participate on behalf of the company in exhibitions or conferences for both internal and external
events.
 Negotiate/close deals and handle complaints or objections
 Collaborate with the pre-sales, delivery , support, partner alliance, and marketing team to achieve better results
 Gather feedback from customers or prospects and share with internal teams

Qualities We Value
 More than 10 years experience in Sales and leading a team. Prior experience in Government and/or Enterprise sector will be an added advantage.
 Proficiency in English
 Excellent knowledge of MS Office
 Aptitude in delivering attractive presentations
 Hands-on experience with Salesforce software is a plus
 Technical hands-on experience in delivering IT services is a plus
 Fast learner and passion for sales
 Self-motivated with a results-driven approach
 Thorough understanding of marketing and negotiating techniques
 Have a positive attitude and confidence towards creating the sales activities, pipelines, and closure of sales.
 Have excellent communication skills and feel comfortable reaching out to potential customers to demonstrate our services and products through email and phone.
 Have good listening skills to help gain client’s trust
 Strong interpersonal skills to maintain within team and client/customer relationship

The Project Manager has the overall responsibilities of assisting in planning, executing, monitoring and controlling the Project, particularly in the following areas:
Service Level Performance.
Service Continuity and Availability.
 Support Services, including Incident Management,  Problem Management and Routine Maintenance Management.
Obsolescence Management. The Project Manager is also responsible for communicating with all stakeholders. The Project Manager is required to assist to Plan, execute, monitor, and control the various technical/non-technical aspects of the Project.
Assist in managing new setups or upgrades of system/infrastructure projects.
Responsible for supporting operational systems, satisfying contractual Service Level Agreement
Provide project documentation and reports.
Assist in maintaining the project’s financial budget.

Job Requirements

• Degree in any IT related field Excellent written and verbal communication to convey technical ideas to both technical and non-technical audiences and contribute within a team environment. Preference with experience in Government projects Project Management Professional (PMP) or equivalent certification is preferred. Strong understanding of project management methodologies (Agile, Waterfall, etc.).
• Pro-active, dynamic and with good analytical/conceptual thinking
• Able to work independently as well as in a team and good interpersonal skills. 
• Good knowledge in Windows server OS, Unix/Linux OS & VM environment would be an advantage. 
• Good knowledge of software development 
• Good knowledge of Microsoft SQL Server would be an advantage. 
• Good Working knowledge with VPN, firewall appliances would be an advantage.
• 5 day week @ AMK area Only Singaporean-born will be considered due to security clearance

Key Responsibilities:

1. Service Delivery Oversight:

• Manage and oversee the delivery of desktop IT concierge services to ensure alignment with client expectations and SLAs.
• Monitor service performance and proactively address any deviations from agreed standards.

2. Team Leadership:

• Lead and mentor a team of IT support professionals, fostering a culture of excellence and continuous improvement.
• Conduct regular performance reviews, provide coaching, and develop team members to achieve their full potential.

3. Client Relationship Management:

• Serve as the primary point of contact for clients, ensuring their needs are met and their expectations are exceeded.
• Address and resolve client concerns promptly, maintaining high levels of satisfaction.

4. Incident and Request Management:

• Oversee the resolution of desktop and end-user support incidents, ensuring timely and effective responses.
• Implement and manage processes for handling service requests, prioritizing efficiency and customer experience.

5. Process Optimization:

• Develop and enforce standard operating procedures (SOPs) for desktop IT concierge services.
• Continuously review and improve workflows to enhance service delivery efficiency and effectiveness.

6. Reporting and Analytics:

• Generate regular reports on service performance, SLA compliance, and client satisfaction.
• Use data analytics to identify trends, root causes of issues, and opportunities for improvement.

7. Technology Integration:

• Ensure seamless integration of new tools and technologies into the desktop support environment.
• Stay updated on emerging trends and innovations in IT service management to incorporate best practices.

8. Budget and Resource Management:

• Manage budgets for desktop IT concierge services, ensuring optimal allocation of resources.
• Plan and coordinate resource allocation to meet current and future client demands.

Key Requirements:

· Experience: Minimum 5 years of experience in IT service delivery, with a focus on desktop support and end-user services.

· Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant certifications such as ITIL Foundation or Microsoft Modern Desktop Administrator are preferred.

Technical Expertise: Strong understanding of desktop environments, hardware, software, and IT support tools.

Leadership Skills: Proven ability to manage and motivate a team of IT professionals, driving performance and engagement.

Client-Focused: Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.

Problem-Solving: Strong analytical and problem-solving skills to manage and resolve complex issues effectively.

Organizational Skills: Exceptional planning and organizational abilities, with a focus on delivering results in a fast-paced environment.

5day week

** Position will be based in AMK

Job Descriptions

• To provide 24 x 7 support for Data Center running on 12 hours shift
• Assisting the Customer in the verification, isolation and/or provision of a temporary work around for the incident/problem logged.
• Resolving the incident/problem onsite.
• Escalating unsolvable problems and service requests to the System and/or Software Engineer and reporting the escalation to the Project Manager.
• Generating the relevant administrative records and reports.
• Introducing and integrating new technologies into existing environments.
• Applying operating system updates, patches, and configuration changes.
• Adding, removing, or updating user account information, resetting passwords, etc.
• Answering technical queries
• Maintaining the configuration of the system.
• To implement Service Request and Change Request
• Contacting OEM/Vendor for technical support
• Able to work shift including weekends and public holidays.

Job Requirements

• Possess Degree/Diploma in Computer Science/Electronics/IT or equivalent
• Minimum 1 year of relevant working experience in IT infrastructure operation
• 12 hrs shift working
• Preferably with Microsoft Certification and/or ITIL certification.
• Good Knowledge of following products will be advantageous:

-Linux

-Unix

-Active Directory/DNS

-Microsoft Azure Stack

-Microsoft Windows 2016-2022

-Commvault Backup and Recovery

-Symantec Endpoint Protection

• ITIL certification will be an advantage.

Willing to work Shift hrs (Shift allowances provided)

Working Location: AMK area