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Interview Assessment Notes
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1. Could you introduce yourself and tell us about you? Your current/recent jobs and employers? Previous companies and jobs?
He comes from a mechanical engineering background, but his journey into IT began during a challenging period in Malaysia. He started in customer service, moved into banking support, and eventually transitioned to the IT field as a Service Desk Associate. He grew from a Level 1 to a Level 2 support role, working with a multinational company and supporting US-based clients. That experience helped him realize his passion for IT and motivated him to build his career in this field.
After two and a half years, he sought new opportunities and moved to Singapore, where he gained exposure to diverse IT practices. He worked as a Level 1 support specialist, handling product and network issues, and later advanced to a Senior Service Desk Analyst role, supporting a research organization with a wide range of IT-related issues. Recognizing the importance of formal education, he took a strategic step to join a company where he managed multiple projects in service desk and network support while completing his Master of Science in Information Technology and earning relevant certifications like Scrum.
Now, with hands-on experience in service desk operations, network troubleshooting, and application support, he’s excited to take on more strategic roles, such as project management, Scrum Master, or team leadership. He is passionate about continuous learning and problem-solving and believes his diverse background makes him a strong contributor to any IT team.
2. What skill(s) / experience would you self-describe as strongest or specialist in?
Additionally, his hands-on experience with End-User Computing (EUC), remote desktop support, and on-site troubleshooting has made him highly efficient in identifying and addressing technical problems quickly and effectively. He prides himself on his persistence in finding solutions, ensuring smooth IT operations, and delivering excellent user support. His passion for continuous learning and adapting to new technologies allows him to remain at the forefront of the IT support field.
3. Do you have XXXX (Key Criteria 1)? If so can you tell me more?
When it comes to hardware issues, most of the time he performs initial troubleshooting before determining if the issue requires on-site support. He checks warranty expirations and, if needed, coordinates with the manufacturer to ensure the problem is resolved efficiently. For software-related issues, his Level 2 experience allows him to handle troubleshooting until the problem is resolved; if not, he escalates it to the appropriate department.
He holds an ITIL Foundation V3 certificate, and he has experience with End-User Computing (EUC), which is similar to desktop support. This involves on-site troubleshooting, remotely accessing PCs to address software issues, and physically inspecting hardware problems when necessary. He’s done this extensively in the past and has spent the last three years focusing on networking alerts and supporting systems for institutions like hospitals, including Exchange Server-related issues.
For troubleshooting, he frequently uses Microsoft Copilot and other online resources to quickly capture error messages and resolve issues efficiently. This process allows him to provide effective solutions without unnecessary delays.
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Recruiters
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Employment Agency
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Silicon Valley Associates Recruitment.
907, 9th Floor, Silvercord Tower 2, Tsim Sha Tsui. Kowloon, Hong Kong
25F, Central Plaza, Xin Tian Di, Shanghai
Ubi TechPark #01-08, Singapore
Sunshine Technology & Innovation Centre, No.1003 Nanxin Road, Nanshan, Shenzhen
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Job-Seeker Agreement
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The Candidate has agreed that Silicon Valley Associates Recruitment may disclose their profile to potential employers for the purpose of seeking new employment.
Silicon Valley Associates Recruitment will never charge any fees from job-seekers.
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Employer Terms
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General Terms and Conditions apply to all requests, offers, and agreements regarding the provision of services, and are available upon request.
These can be sent to you on request or can be found on our website: svarecruitment.com.
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