24x7 L1 Support Engineer

Job Description

DXC Technology is a Fortune 500 global IT services leader. Our more than 130,000 people in 70- plus countries are entrusted by our customers to deliver what matters most. We use the power of technology to deliver mission-critical IT services across the Enterprise Technology Stack to drive business impact. DXC is an employer of choice with strong values, and fosters a culture of inclusion, belonging and corporate citizenship.

We are looking for a proactive and dynamic professional to join our monitoring team to provide support and monitor batch jobs processes for a mission critical system.

Training & mentorship will be provided on SOPs, ITSM and usage of Monitoring & Investigation tools.

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• Provide 24x7 1st level support (12hrs shift helpdesk & onsite) for DXC Support Teams, Clients and Client’s 3rd Parties Vendors

• Provide 1st level troubleshooting to customers.

• Respond to customer calls in a professional and courteous manner

• Responsible for logging calls and ensure all calls contain clear problem description, resolution and all activities carried during resolution of the problems with the customers

• Attend Daily Operations Review Meeting

• Able to do initial diagnostic, categorisation, set priority, dispatch job

• Able to support & coordinate with Support teams in incident/problem investigation and resolution.

• Able to identify incident trends in order to elevate incidents in accordance with standard operating procedures.

• Ensure timely case attention, resolution, escalation and closure, so that SLA is met.

• Ensure timely escalation of major and critical incidents.

• Ensure timely submission of daily and periodic statistics and reports.

• Ensure timely reporting of services outages or degradation and/ or batch failures

• Contribute and Submit knowledge request if found lacking in the knowledgebase.   

• Liaise with internal and external vendors to satisfy customer queries

• Proactively assist customers to avoid or reduce problem occurrence.

• Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk     

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Education and Experience Required:

• Diploma or Certification in Information Technologies related fields.

• Minimum of 1-2 years of post-education IT work experience required.

• Working knowledge on Windows, Unix and Network.

• Basic Configuration and Administration of PC and Laptops will be a plus.

• Proficient level of computer skills including O365. Data analysis skill using Excel and Power BI will be a plus.

• Experience with call tracking / ticket management system (ServiceNow or Jira), Autotask preferred

• Experience with Managed Services, IT Integration and/or Consulting experience a plus

• Must be able to work independently and/or in a team environment

• Ability to deliver valuable and professional IT services to external clients

• Time management and organizational skills to efficiently complete assigned tasks

• Good communication skills to ensure successful resolution to client issues

• Ability to interact professionally with a diverse group of colleagues and clients

• Ability to work on site at client locations with respect to client’s work environment & staff

• Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients

• Provide excellent communication with client while on site assuring superior client service

• Only Singaporeans

• Willing to work shifts – 12-hr shift including PH and Weekends.

• Fully Vaccinated