Associate Support Engineer (12-Month)

NTC ENTERPRISES PTE. LTD.; Singapore; On-site; SGD 28,000 - 42,000; Full time

Job summary

NTC ENTERPRISES PTE. LTD. is seeking an IT support specialist to troubleshoot desktop and network issues and deliver post-sales maintenance services to clients in Singapore.

The role covers on-site and remote end-user support, installations and migrations, and keeping thorough documentation. You will work with a team to resolve issues, follow SOPs, meet SLA targets, and provide user training as needed.

Qualifications

• ITE/Diploma in Information Technology from recognized institutes.
• Experience working in an IT support role for about 1-2 years.
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
• Ability to demonstrate practical troubleshooting and problem analysis techniques.
• Ability to plan and prioritize workload without supervision.
• Ability to prioritize, manage and perform under pressure to meet SLA's.
• Excellent knowledge of Customer Service best practices.
• Willing to work flexibly and with enthusiasm.

Responsibilities

• Support on-site and remote end-users to resolve IT-related issues (hardware/software/network).
• Perform installations, migrations and troubleshooting on systems.
• Adhere to SOPs and escalate to Level 2/3 when necessary.
• Provide in-house helpdesk support via phone/email/remote access.
• Document troubleshooting and problem resolution steps.
• Provide reports for case monitoring, timesheets and progress updates.
• Report to Team Lead/Manager during support requests.
• Provide customer training when required.

Skills

Customer service

Communication skills

Team player

Troubleshooting

End-user support

Education

ITE/Diploma in IT

Job description

JOB SUMMARY

The candidate will be responsible for troubleshooting Desktop & IT-related issues and providing post-sales Maintenance support services to clients.

RESPONSIBILITIES:

• Support on-site and remote end-users to resolve IT-related issues (hardware/software/network) on their notebooks/desktops and related peripherals.
• Perform installations, migrations and troubleshooting on systems.
• Resolve issues that occur outside work hours whenever needed.
• Take ownership of technical issues and working with the team to resolve more advanced issues when necessary (1st level support).
• Participate in the service ticket system and task assignment and scheduling processes.
• Ability to adhere to SOPs to carry out duties and escalation of issue to Level 2/3 support.
• Provide in-house helpdesk support via phone/email/remote access support.
• Document troubleshooting and problem resolution steps.
• Participate in providing customer training when required.
• Keep customers informed on the support development and progress.
• Report to assigned Team Lead/Manager during support request.
• Provide reports to facilitate case monitoring/closing, daily/weekly timesheet on activities for operational visibility.
• Excellent Customer Service skills required.
• Other tasks and projects as assigned by Manager or Management.

QUALIFICATION & EXPERIENCE

• ITE/Diploma in Information Technology from recognized institutes.
• Experience working in an IT support role for about 1-2 years.
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
• Ability to demonstrate practical troubleshooting and problem analysis techniques.
• Ability to plan and prioritize workload without supervision.
• Ability to prioritize, manage and perform under pressure to meet SLA's.
• Excellent knowledge of Customer Service best practices.
• Willing to work flexibly and with enthusiasm.

SKILLS AND ATTRIBUTES:

• Good interpersonal and communication skills, high adaptability, and a positive attitude are expected.
• A team player with the determination to drive to excel.
• Excellent customer service skills.
• Self-motivated with a strong drive to succeed.