Senior Coordinator, End User Support (US)
Employment Type : Permanent Location : United States of America
The Role
Based in our US office, this position will be responsible for providing user level IT support to Chicago office and other remote sites, with the focus on Business application user support.
Job Responsibilities
- Provide support which includes but not limited to the following :
- Support for server and storage operational and security tickets.
- Network support on incidents related to WAN, SDWAN, LAN, WIFI, Voice.
- Point of contact and coordinator for server, storage and network support issues.
- Monitor server, storage and network device UP / Down and alerts, review and follow up with the respective sites, raise ticket with providers if necessary.
- Support the various technologies deployed in Mapletree.
- Working with vendors that provide managed services to the company, on incidents, troubleshooting, provide remediation to resolution.
- Microsoft Technologies Windows Server, Active Directory, AD FS, Group Policies, Sharepoint, SQL Server.
- SUSE Linux server
- Virtualization - VMware, Citrix, Nutanix, etc.
- Cloud services Microsoft Azure, Exchange online, Sharepoint online, Entra ID, Netskope
- Privileged access management
- Support other IST teams like SAP Basis, cybersecurity and application teams to provide solutions for any IT projects.
- Incident, problem and Change management including temporary workaround
- Off-hour support for major incidents
- Remediate security vulnerabilities highlighted by Vulnerability Management Process.
- Weekend routine system maintenance
- Responsible of projects or change requests for servers and networks where needed and accommodate project / change timelines and work schedules.
- Procuring equipment and services
- Maintaining billing records, contract expiry and coordinating payments
- Updating documentation for system, equipment inventory, SOPs etc
- Asset management server, storage, hardware, network, DNS registration, software asset list, maintenance coverage
Job Requirements
- Bachelor Degree in Computer Science / Information Technology or relevant experience with specialist qualification like MCSE.
- 3-5 years’ relevant experience working in a technical support capacity.
- Experience with desktop operating systems such as Windows 10.
- Familiar with Microsoft Technologies (Active Directory, Group Policy, SCCM, AD, MDM, Mobile Devices, etc.)
- Experience with WAN / LAN network technology, Citrix, VPN, shared folder management, etc.
- Experience with monitoring tool such as Solarwinds.
- Previous working knowledge of business application user support, s.a. MRI, VTS, SQL Server, etc. will be an added advantage.
- Working knowledge of a range of diagnostic utilities and good in problem troubleshooting.
- Good team player with strong sense of customer service and sense of urgency
- Good communication skills, strong ownership.
- Willingness to learn include new technology & application.
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