DESKSIDE SUPPORT ENGINEER

Ricoh (Singapore) Pte Ltd; Santo Niño 1st; On-site; PHP 1,909,000 - 2,836,000; Full time

Job summary

Ricoh (Singapore) Pte Ltd is expanding its IT support team to provide end-user assistance for desktops, laptops, network equipment, and software. The role emphasizes timely incident resolution, adherence to SLAs, and close collaboration with Level 1/2 teams.

Candidates should have a Diploma in IT/CS and at least 2 years of experience in a large-scale enterprise setting, with English and Chinese communication skills. ITIL knowledge is preferred, and the environment is fast-paced and team-oriented.

Qualifications

• Excellent communication and interpersonal skills.
• Experience in delivering IT support in a large enterprise environment.
• Fluency in English and Chinese to communicate with Hong Kong/China associates.

Responsibilities

• Provide technical support to end-users on IT hardware, software and network issues.
• Perform daily IT operations including PC setup, software installation, patch deployment, inventory control, and backups.
• Escalate to Level 2 with defined SLAs and KPIs; resolve incidents per procedures.
• Manage IT assets, warranties, licenses and contracts; coordinate with vendors for IT procurement.
• Participate in IT projects and other assigned tasks.

Skills

Communication

Interpersonal skills

Fluent in English and Chinese

Education

Diploma in IT/CS

Tools

ITIL

Job description

Ricoh (Singapore) Pte Ltd is established as part of the sales and service network to serve the needs of Singapore offices, with Ricoh Asia Pacific Operations Ltd as our immediate holding company and Ricoh Company Ltd in Japan as our ultimate holding company

Job Description

Job Responsibilities:

IT Support

• - Provide technical supports to end-users on IT hardware (desktop, laptops, network equipment etc.), software and network related issues.
• - Daily IT operation support including PC setup, software installation, patch deployment, IT inventory control, and backup operation.
• - Work closely with Level 1 Service Desk to ensure the smooth escalation of problems/incidents to Level 2.
• - Provide timely response as per predefined SLAs and KPIs.
• - To manage/troubleshoot/resolve end user's problems/incidents promptly following established procedures.
• - Handle and dealing with vendors for IT Procurement.
• - Manage corporate/customer IT assets, including hardware warranty, licenses, and contracts.
• - Involve in IT project and any other tasks as per assigned.

Solution Support

• - Solution/Application - Perform installation, preventive/corrective maintenance, IT service, software, and solution application.
• - Provide on-site service or remote support on software, solution application and information technology.
• - Work with project team to deploy implementation of Hardware Equipment and Solutions Products.

Requirements:

• - Possess at least a Diploma in IT/Computer Science.
• - At least 2 years in relevant working experience in a large-scale enterprise environment providing desktop support to end users.
• - Good communication and interpersonal skills. Fluent in English and Chinese to communication with Chinese Associates in Hong Kong & China Office.
• - Experience in ITIL (Information Technology Infrastructure Library) - Incident Management, Problem Management, Request Fulfilment, and Change/Configuration Management.
• - Resourceful, strong problem-solving and analytical skills.
• - Willing to work in a fast -paced, dynamic and team-oriented environment.