IT Support Executive - #1129845

Job Roles

• Provide first and second line helpdesk support for day-to-day user service requests, business systems and incident alerts using the service desk software, ensuring prompt resolution and excellent customer service.

• Set-up and administration of Active Directory accounts, email accounts and distribution lists, licenses and provisioning of computers and devices with basic asset management skills and system access control.

• Handle a wide range of helpdesk incidents, including but not limited to issues related to computers, mobile devices, networking, hardware, software, telephony systems and Passenger Information Display Systems.

• If necessary, appropriately route service requests and incidents alerts, including escalations to third-party suppliers or functional routing for third-level support, ensuring timely resolution.

• Maintain and manage onsite and offsite IT infrastructure, both indoor and outdoor. Regularly generate reports and develop maintenance plans to improve availability and capacity.

• Manage internal network, server, security system, regular system patching and hardening in accordance with company’s directions, latest cybersecurity advisories and industry best practices.

• Assist in project management, including implementation, user acceptance testing (UAT), and end-user support for new and existing business applications and system enhancements.

• Participate in standby duty rotation to provide off-hours support for depot and interchange operations.

• Respond promptly to urgent incidents affecting bus operations and system availability.

• Supervise and ensure workplace safety and health risks are identified, assessed, and controlled, and provide employees with information on compliance to workplace safety and health policies.

Job Requirements

• Candidate must possess at least a Diploma in IT, Computer Engineering or equivalent.

• At least 2-4 years of experience in IT support or equivalent.

• Strong troubleshooting skills in Windows OS, Microsoft 365, network connectivity, and end-user computing.

• Familiarity with operational systems (CCTV, asset management, scheduling, duty allocation) is advantageous.

• Knowledge of ITIL processes (incident, problem, change management) preferred.

• Able to work independently with minimal supervision and cover multiple sites.

• Good communication and stakeholder management skills.