Associate Support Engineer (12-Month)

NTC ENTERPRISES PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A technology solutions company in Singapore is seeking an IT support specialist focused on troubleshooting desktop and IT-related issues while providing excellent customer service. Responsibilities include supporting end-users remotely and on-site, performing installations and migrations, and documenting problems and resolutions. Candidates should possess an IT diploma and 1-2 years of relevant experience.

Qualifications

• 1-2 years of experience in an IT support role.
• Ability to communicate effectively with a variety of people.
• Ability to prioritize workload without supervision.

Responsibilities

• Support on-site and remote end-users with IT-related issues.
• Perform installations, migrations and troubleshoot systems.
• Document troubleshooting and resolution steps.

Skills

Customer Service

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.