AI-Driven IT Support Engineer (1st Line)

OPTIMUM SOLUTIONS (SINGAPORE) PTE LTD

Singapore

On-site

SGD 33,000 - 58,000

Full time

2 days ago

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Job summary

OPTIMUM SOLUTIONS (SINGAPORE) PTE LTD is looking for an IT Support Analyst to be the first point of contact for stakeholders. You will handle inbound calls, emails and tickets, log queries accurately, and ensure timely resolution in line with SLAs.

You will provide direct application and system support, perform troubleshooting, collaborate with internal teams and vendors, conduct functional testing, and use AI-powered tools to streamline ticketing, updates, and documentation, driving continuous

Qualifications

Diploma or Bachelor in IT/CS or equivalent work experience.
Experience in application support or IT operations.
Proficient in MS Office tools, especially Outlook, Word, PowerPoint and Excel.
Working knowledge of Microsoft Dynamics is a strong advantage.
Familiarity with ITIL framework and service management principles.
Experience with Generative AI tools (ChatGPT, Copilot) for communications and ticket summaries.
Strong communication and stakeholder engagement skills; ownership of issues.
Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

Serve as a first point of contact for stakeholders, handling inbound calls, emails, and ticketing system requests professionally and efficiently, ensuring queries and issues are accurately logged and addressed.
Provide direct application and system support, including issue analysis, troubleshooting, and resolution via various channels, ensuring timely assignment and resolution in accordance with SLAs.
Monitor and manage support tickets, escalating issues to the appropriate teams where necessary and following up to ensure closure.
Collaborate with internal teams and external vendors to analyse, test, and suggest enhancements to existing systems and processes.
Perform functional testing before deploying changes to production environments.
Assist in preparing communications to users regarding system updates, service changes, and scheduled disruptions.
Leverage AI-powered tools to streamline routine support tasks such as ticket categorisation, routing, and status updates, and contribute to the team's continuous improvement efforts.
Contribute to the continuous improvement of support processes, workflows, and documentation quality.