L1 Support Engineer

DXC TECHNOLOGY SINGAPORE PTE. LTD.; Singapore; On-site; SGD 30,000 - 50,000; Full time

Job summary

A leading IT services firm in Singapore is looking for a proactive professional to join the monitoring team as 1st level support for critical systems. The ideal candidate will handle troubleshooting, respond to client inquiries, and ensure resolution within SLA. Required skills include a diploma in IT, proficiency in O365, and experience with ticket management systems. Candidates must be Singaporeans, willing to work shifts, and fully vaccinated.

Qualifications

• Minimum of 1-2 years of post-education IT work experience required.
• Must be able to work independently and/or in a team environment.
• Good communication skills to ensure successful resolution to client issues.

Responsibilities

• Provide 24x7 1st level support for DXC Support Teams, Clients and Client’s 3rd Parties.
• Ensure timely case attention, resolution, escalation and closure.
• Contribute and Submit knowledge request if found lacking in the knowledgebase.

Skills

Proficient level of computer skills including O365

Data analysis skill using Excel and Power BI

Working knowledge on Windows, Unix and Network

Call tracking / ticket management system experience (ServiceNow or Jira)

Education

Diploma or Certification in Information Technologies related fields

Tools

ServiceNow

Jira

Autotask

Job description

Job Description

DXC Technology is a Fortune 500 global IT services leader. Our more than 130,000 people in 70- plus countries are entrusted by our customers to deliver what matters most. We use the power of technology to deliver mission-critical IT services across the Enterprise Technology Stack to drive business impact. DXC is an employer of choice with strong values, and fosters a culture of inclusion, belonging and corporate citizenship.

We are looking for a proactive and dynamic professional to join our monitoring team to provide support and monitor batch jobs processes for a mission critical system.

Training & mentorship will be provided on SOPs, ITSM and usage of Monitoring & Investigation tools.

• Provide 24x7 1st level support (12hrs shift helpdesk & onsite) for DXC Support Teams, Clients and Client’s 3rd Parties Vendors

• Provide 1st level troubleshooting to customers.

• Respond to customer calls in a professional and courteous manner

• Responsible for logging calls and ensure all calls contain clear problem description, resolution and all activities carried during resolution of the problems with the customers

• Attend Daily Operations Review Meeting

• Able to do initial diagnostic, categorisation, set priority, dispatch job

• Able to support & coordinate with Support teams in incident/problem investigation and resolution.

• Able to identify incident trends in order to elevate incidents in accordance with standard operating procedures.

• Ensure timely case attention, resolution, escalation and closure, so that SLA is met.

• Ensure timely escalation of major and critical incidents.

• Ensure timely submission of daily and periodic statistics and reports.

• Ensure timely reporting of services outages or degradation and/ or batch failures

• Contribute and Submit knowledge request if found lacking in the knowledgebase.

• Liaise with internal and external vendors to satisfy customer queries

• Proactively assist customers to avoid or reduce problem occurrence.

• Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk

Education and Experience Required:

• Diploma or Certification in Information Technologies related fields.

• Minimum of 1-2 years of post-education IT work experience required.

• Working knowledge on Windows, Unix and Network.

• Basic Configuration and Administration of PC and Laptops will be a plus.

• Proficient level of computer skills including O365. Data analysis skill using Excel and Power BI will be a plus.

• Experience with call tracking / ticket management system (ServiceNow or Jira), Autotask preferred

• Experience with Managed Services, IT Integration and/or Consulting experience a plus

• Must be able to work independently and/or in a team environment

• Ability to deliver valuable and professional IT services to external clients

• Time management and organizational skills to efficiently complete assigned tasks

• Good communication skills to ensure successful resolution to client issues

• Ability to interact professionally with a diverse group of colleagues and clients

• Ability to work on site at client locations with respect to client’s work environment & staff

• Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients

• Provide excellent communication with client while on site assuring superior client service

• Only Singaporeans

• Willing to work shifts – 12-hr shift including PH and Weekends.

• Fully Vaccinated