Associate Support Engineer (12-Month)

NTC INTEGRATION (PTE) LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading IT support company is seeking a dedicated support technician to handle troubleshooting of desktop and IT-related issues for clients. The role involves on-site and remote assistance, performing installations, and providing excellent customer service. Ideal candidates will have a diploma in Information Technology and 1-2 years of experience in a similar role, along with strong customer service and communication skills.

Qualifications

• Experience working in an IT support role for about 1-2 years.
• Ability to communicate effectively with a wide variety of people.
• Ability to plan and prioritize workload without supervision.

Responsibilities

• Support on-site and remote end-users to resolve IT-related issues.
• Perform installations, migrations, and troubleshooting on systems.
• Participate in the service ticket system and document troubleshooting steps.

Skills

Excellent Customer Service skills

Good interpersonal and communication skills

Troubleshooting and problem analysis techniques

Education

ITE/Diploma in Information Technology

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:

1. Support on-site and remote end-users to resolve IT-related issues (hardware/software/network) on their notebooks/desktops and related peripherals.
2. Perform installations, migrations and troubleshooting on systems.
3. Resolve issues that occur outside work hours whenever needed.
4. Take ownership of technical issues and working with the team to resolve more advanced issues when necessary (1st level support).
5. Participate in the service ticket system and task assignment and scheduling processes.
6. Ability to adhere to SOPs to carry out duties and escalation of issue to Level 2/3 support.
7. Provide in-house helpdesk support via phone/email/remote access support.
8. Document troubleshooting and problem resolution steps.
9. Participate in providing customer training when required.
10. Keep customers informed on the support development and progress.
11. Report to assigned Team Lead/Manager during support request.
12. Provide reports to facilitate case monitoring/closing, daily/weekly timesheet on activities for operational visibility.
13. Excellent Customer Service skills required.
14. 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.