Associate Support Engineer (12-Month)

NTC INTEGRATION (PTE) LTD; Singapore; On-site; SGD 30,000 - 40,000; Full time

Job summary

A technology services company in Singapore is seeking an IT Support Specialist to enhance customer service through effective troubleshooting of Desktop & IT-related issues. The candidate will provide post-sales maintenance support, engage with clients, and perform installations and migrations. This role demands excellent communication skills, a proactive attitude, and the ability to manage multiple tasks in a fast-paced environment. Join a dynamic team focused on delivering exceptional support.

Qualifications

• Experience working in an IT support role for about 1-2 years.
• Ability to communicate effectively in a professional manner.
• 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.
• Document troubleshooting and problem resolution steps.

Skills

Customer Service skills

Troubleshooting

Communication

Interpersonal skills

Adaptability

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.