IT Support Engineer / North

ALPSOFT TECHNOLOGIES PTE. LTD.
  • Job Category
    Information Technology
  • Job level
    Non-executive
  • Contract type
    Contract, Full Time
  • Location
    South
  • Salary
    S$2000 - S$3800

Job Description


-Near Woodlands Industrial Park.

- Our client is an US MNC in semiconductor Industry.


1. DELIVERABLES, MILESTONES AND TIMELINES:

  • Provide global Level 1 support to IT Incidents and Service Requests to minimize interruption to factories and maintain high level of customer satisfaction.
  • Monitor key factory metrics and respond to critical deviation to minimize impact to the factories.
  • Ensure that Incidents and Service Requests are resolved within SLA.
  • Meet the team internal KPIs such as FLRR (First Level Resolution Rate) and MTTR (Mean Time To Restore).
  • Facilitate Major Incident or IT ERT according to established Best Practices.
  • Build and improve Knowledge Base to enable timely resolution to the reported issues.
  • Compile and analyze Incident/Service Request metrics to find opportunities to reduce Incidents and increase First Level Resolution Rate (FLRR).
  • Participate in Continuous Improvement Projects (CIP) such as improving process or developing tools, software, or metrics for better efficiency.

Requirements

  • NTC2/ITC/Nitec or Diploma in Information Technology or Computer Science or Engineering, Electronics, or with equivalent experience
  • Have good communication skill (verbal and written English).
  • Customer oriented – strong advocate of positive customer experience.
  • Possess good troubleshooting skill in understanding the reported issue and finding accurate resolution from Knowledge Base.
  • Willing to work on 12 hours shift including night shift.



Closing on 19 Sep 2021