IT Help Desk Technician

Securing the Future with AvePoint

AvePoint is a global leader in data management and governance, trusted by over 21,000 customers worldwide to enhance their digital workplaces across Microsoft, Google, Salesforce, and other collaboration platforms. Our global channel partner program includes more than 3,500 managed service providers, value-added resellers, and systems integrators, with our solutions featured in over 100 cloud marketplaces. To learn more, visit www.avepoint.com.

At AvePoint, we are dedicated to investing in our people. Our culture, driven by agility, passion, and teamwork, empowers you to shape your career, make a significant impact, and take ownership of your future. Discover how you can unleash your potential with us!

About the Role

We are seeking a competent IT Help Desk Technician to provide fast and effective technical assistance on computer systems. The ideal candidate will have excellent technical knowledge and the ability to communicate effectively to understand problems and explain solutions. They must also be customer-oriented and patient to deal with difficult customers.

Key Responsibilities

1. Support and Troubleshooting

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Provide first-line support to new hires during their initial period.
• Address and resolve IT-related issues promptly to ensure minimal disruption
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Collaborate with the IT support team to escalate and track the resolution of complex issues.
• Follow up and update customer status and information.

2. Onboarding New Employees

• Manage the IT onboarding process for new hires.
• Coordinate with HR and department managers to schedule onboarding sessions.
• Ensure new employees have the necessary hardware, software, and access to systems before their start date.
• Conduct initial IT orientation sessions to familiarize new hires with the company's technology infrastructure, policies, and procedures.
• Identify opportunities for process improvements and implement changes to enhance the efficiency and effectiveness of the onboarding and training programs.
• Gather feedback from employees and stakeholders to continuously refine the onboarding and training experience.

3. Documentation and Compliance

• Maintain up-to-date documentation of IT onboarding procedures and training materials.
• Ensure compliance with IT policies, security protocols, and industry regulations.

4. Providing Administrative and General Support:

• Administrative support for the procurement of IT Equipment and Services
• Responsible for IT Asset Management:
• - Monitor the software licencing and deployment status
• - Receipt and recording of assets delivered
• - Monitor the software licenses purchased and usage
• - Monitoring and tracking of desktops/laptops/accessories assigned to user

5. Training and Development

• Provide onboarding briefing for new employees on approved software and usage.

6. System Maintenance and Updates

• Assist in the deployment of new software and hardware updates.

Requirements:

• Proven experience as a help desk technician or other customer support role.
• Tech-savvy with working knowledge of office automation products, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
• Strong analytical and problem-solving abilities to diagnose and resolve technical issues efficiently.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Experience working in a team-oriented, collaborative environment.
• Proven experience managing and troubleshooting Entra ID (Azure Active Directory) environments.
• Understanding of security best practices and compliance requirements related to identity management.
• Familiarity with Singapore's data protection laws (e.g., PDPA) and IT compliance requirements.

Preferred Qualifications (Good to have):

• Additional certification in IT or customer service is a plus.
• Familiarity with different operating systems and platforms.
• Microsoft Certifications: Azure, Entra ID, etc.
• Familiarity with ITIL (Information Technology Infrastructure Library) practices for IT service management.
• Understanding of basic cybersecurity principles and practices to help protect company data and systems.

AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drives our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.  

Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.