System Analyst, IT Support

LAI Games is an arcade experience company that connects people with games. Our vision is to reinvent the arcade industry by creating an arcade experience ecosystem that consists of physical arcade games and location-based VR games and experiences, and other exciting arcade-based titles. Our team members contribute across a broad range of unique and innovative projects that connect, engage, and excite players across physical and virtual worlds. 

Position Summary

 Reporting to the Financial Controller, you will support end-users in resolving technical problems and be responsible for responding to technical queries and issues, resolving problems in a timely manner and providing technical recommendations.

This role is required to provide exceptional customer service and perform user administrative responsibilities efficiently. Ultimately, you should possess dynamic experience in providing application support in a fast-paced environment, be able to display excellent problem-solving skills and have solid knowledge of NetSuite ERP and have basic knowledge of applying IT hardware solutions.

Key Responsibilities

Provisioning of user accounts and access, manage company ERP system

Report Customization and Data import

Workflow customization

Upkeep data by checking and rectifying the discrepancies

Simulate scenarios within Sandbox

Research and test possible solutions to verify feasibility

Understand NetSuite’s capabilities and make recommendations based on best practices as part of solutioning and workaround

Create Test Scripts to verify enhancements

Coordinate internal User Acceptance Testing IT Operations

Laptop and peripherals setup

Perform user administrative tasks such as setting up of Laptop and Provisioning user access to company network. NetSuite ERP and IT Operations Support

Provide first level support to internal users of the NetSuite ERP and IT hardware

Troubleshoot, resolve, and escalate issues and follow through for resolution

Work with External Vendors to resolve issues or make improvements to the existing system

Attend ad-hoc meetings with stakeholders from other Global regions outside Singapore office hours

Maintain the internal Helpdesk Ticketing System

Prepare KPI reports on ticket resolution

Enthusiastic approach to expanding knowledge in both NetSuite and IT Operations areas

Any other matters as assigned by your immediate supervisor

Required Skills and Experience

 Core skills (Required)

Diploma / Degree in Infocom Technology or equivalent

Demonstrable experience in Application Support in a related field

Ability to work independently to research possible solutions and report back on findings

Exceptional customer service skills

Excellent written and verbal communication skills. Can-do attitude

Excellent problem-solving skills

Task oriented and able to deliver under pressure

Good to have

Experience and knowledge of Microsoft Office 365, preferably in hybrid on-premise / cloud configuration and Azure AD is a plus

Knowledge of Hardware peripheral device troubleshooting is a plus

Shared service environment and regional exposure is an added advantage

HTML Freemarker experience is an advantage

What do we offer

 In this role, you can expect:

Working with passionate, smart, and driven colleagues in a vibrant environment.

Group Medical Insurance (Group Term Life, Group Hospital & Surgical, Group Outpatient Clinical, Group Outpatient Specialist, Group Dental)

Paid time off to include sick, annual leave and Singapore statutory leave

Robust Learning Management System for employee growth and development