全职 IT Help Desk Support 工作, 薪水, レック・テクノロジー・コンサルティング株式会社 公司招聘中 - Ricebowl

仕事内容:

Req Technology Consulting

About Us

Founded in 2008 with a core expertise in database technologies, Req Technology Consulting, has grown into a premier technology consulting firm specializing in cloud, data, and AI solutions. Highly recognized for our technical excellence—including being named one of the "25 Most Promising Oracle Solution Providers" by APAC CIO Outlook—we partner with clients across industries to design, build, and operate scalable, secure, and data-driven platforms. Today, we leverage this strong infrastructure foundation to drive continuous innovation, helping organizations modernize their digital ecosystems and maximize the value of their data.

We foster a collaborative and inclusive work environment where continuous learning, technical mastery, and creative innovation are deeply encouraged. As we aggressively expand our capabilities into data analytics and cutting-edge AI fields for our business, we are looking for talented professionals who are passionate about working with the latest technologies, solving complex business challenges, and building the next generation of intelligent systems.

Key Responsibilities:

• Provide Level 1 and Level 2 Helpdesk support for Identity & Access Management (IAM), authentication, account administration, and end-user incidents and service requests.
• Perform user account creation, modification, suspension, deletion, password resets, and account unlock activities in accordance with approved procedures.
• Diagnose, troubleshoot, and resolve identity, access, authentication, and other end-user technical issues in accordance with established procedures and service standards.
• Communicate effectively with both IT-savvy and non-technical users, adjusting communication styles according to the user's level of technical understanding.
• Explain technical issues and resolutions in clear, simple, and user-friendly terms to ensure users understand the required actions.
• Escalate unresolved or complex issues to the appropriate support teams when required.
• Ensure compliance with security policies, access governance requirements, and audit controls.
• Maintain accurate documentation of incidents, requests, and actions taken within the ticketing system.
• Document troubleshooting steps and resolutions for future reference
• Contribute to the continuous improvement of support procedures and knowledge base documentation and workflows
• Deliver professional and customer-focused support while meeting defined service levels and operational targets.
• Manage multiple incidents, service requests, and user administration activities concurrently while ensuring adherence to service level agreements (SLAs).
• Prioritize support tickets based on urgency, impact, and business requirements, ensuring timely resolution and escalation where necessary.
• Provide Level 2 support for identity and access management issues, conducting in-depth troubleshooting and problem analysis when first-level resolution is not sufficient.
• Perform user ID registration, account provisioning, access modifications, and de-provisioning activities in accordance with security and compliance requirements.
• Monitor ticket queues and proactively follow up on outstanding incidents and service requests to ensure prompt closure.
• Identify recurring issues, perform root cause analysis, and recommend preventive measures to improve service quality and operational efficiency.

Key Requirements:

• Minimum 5 years of experience in IT Support, Service Desk, Identity & Access Management (IAM), or User Administration functions.
• Strong communication and interpersonal skills with the ability to interact effectively with users of different technical backgrounds.
• Able to explain technical concepts and troubleshooting steps in simple, easy-to-understand language for non-IT users.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to identify root causes and implement effective corrective actions.
• Able to follow documented procedures, standard operating procedures (SOPs), and process manuals accurately.
• Comfortable handling user requests through phone, email, chat, and ticketing systems.
• Good attention to detail and ability to maintain accurate records of user access and support activities.
• Ability to manage multiple support requests and administrative tasks concurrently while maintaining service quality and accuracy.
• Strong time management, prioritization, and organizational skills with the ability to work effectively in a fast-paced support environment.
• Demonstrated ability to assess incident severity and business impact to prioritize support activities appropriately.

Preferred Skills and Experience:

• Experience supporting Active Directory, Microsoft Entra ID (Azure AD), or other identity management platforms.
• Experience working in a corporate Service Desk, IT Operations, or Access Management environment.
• ITIL Foundation certification
• Knowledge of ITIL processes and ticket management tools.
• Understanding of information security principles related to user access management.
• Experience providing Level 1 and Level 2 support for identity and access management, authentication, user administration, incident management, troubleshooting, and root cause analysis.
• Experience working with ITSM and ticketing platforms such as ServiceNow, Jira Service Management, BMC Remedy, or equivalent systems.

Background:

We are looking for an IT Support and Identity Management Support Executive with experience in user account administration, access management, and end-user support. The role serves as a key point of contact for users experiencing ID-related issues and ensures timely resolution through adherence to established process manuals and standard operating procedures. The successful candidate must possess strong customer service skills and be skilled in communicating effectively with users of varying technical backgrounds, from IT professionals to non-technical business users. The candidate should be able to explain technical issues and procedures in clear, simple language, ensuring users understand the resolution process and required actions. A strong ability to follow documented procedures, troubleshoot identity and access-related issues, and deliver excellent customer service is essential.

その他:

Job Types: Full-time, Contract renewal

Benefits:

• Health insurance
• Professional development
• Promotion to permanent employee

License/Certification:

• work authorization in Singapore WITHOUT COMPANY SPONSORSHIP (Required)