Sr Associate Administrator, IT Operations

Job Title : Sr. Associate Administrator, IT Operations, Infrastructure

** Location** : Singapore

Take the next step in your career with us.

Allied World is an ideal place for talented professionals who are driven by a belief in the value of collaboration and the power of knowledge.

We believe that when our great people work together and support one another, our clients receive the best solutions. We embrace unique perspectives and empower each person to grow through professional development, career training, and mentoring programs.

Our people are our most important asset, and we are very proud of the quality of our team members.

Position Summary :

The Senior Associate Administrator’s role is to support and maintain all related IT resources to ensure end-users can operate at peak efficiency. In this support function, you will assist in maintaining and troubleshooting user software and hardware issues providing support for our employees in the office and remote.

This includes installing, diagnosing, repairing, maintaining, and upgrading all user hardware and equipment to ensure optimal performance. With strong administrative skills and customer focus, you will provide a friendly and proactive service to our users and conduct efficient handling of each query and advise users of the ensuing solution.

Key Responsibilities:

• Handle escalations from users, investigating issues, deploying fixes and managing escalations into Level 2/Level 3/Vendor as needed.

• Observe trends in issues to help make prioritization decisions.

• Working knowledge of Intune MDM platform.

• Experience with Office 365, Exchange Online, Azure and Service Now

• Okta Administration.

• Build, install, configure, analyze, and troubleshoot Windows operating systems for both on-premises and Cloud providers.

• Responsibilities include break/fix, new build outs and escalation of calls to Level two, AD administration, VMWare/WVD support, mobile phone/tablet support via Intune, Global Protect VPN connectivity troubleshooting.

• Utilize remote tools such as Bomgar to facilitate efficient resolution of issues.

• Support and administer third-party applications.

• Configures, installs, and connects computer and network hardware so that users will be able to perform business activities in accordance with Allied World’s intentions.

• Prepares and updates reference documentation so that others working on the helpdesk can quickly and practically respond to users reporting difficulties and problems.

• Responsible for Autopilot process and corporate image.

• HAM and SAM administration on Service Now

• Runs automatic software distribution systems via Intune to periodically transmit and install the latest software updates on relevant computers.

• Evaluates/determines whether vendor-supplied operating system patches and fixes will cause software incompatibility trouble, system crashes, systems response time degradation and/or other operational problems before installing these same patches and fixes.

• Helps with upgrades/migration of systems software as needed to ensure secure, reliable, and stable operation of servers and IT environment.

• Processing new hires and leavers accounts.

• Configures and maintains access control systems so that users can access only those machines, software and information that are needed to perform their jobs.

• Assist in trouble shooting network problems, which include, but are not limited to, WAN/LAN/Hardware/Servers/Software and test environment.

• Ensure all support requests are updated with resolution detail prior to closure so that solutions are captured for future reference.

• Participates in IT related projects.

• Be on call and accessible for high priority technical support during off hours and available as needed with the ability to be responsive via Teams IM, email, or phone calls.