Associate Support Engineer | Yearly Renewable Contract

PERSOL; Singapore; Hybrid; SGD 32,000 - 46,000; Full time

Job summary

PERSOL is seeking an IT Helpdesk Support professional to troubleshoot desktop and IT-related issues and provide post-sales maintenance support to clients in Singapore. The role involves assisting on-site and remote end-users, performing installations and migrations, and following SOPs to ensure timely resolutions.

The candidate will handle tickets, document steps, and may provide customer training as needed, while reporting progress to the Team Lead.

Qualifications

• 1–2 years experience in IT support.
• Excellent communication skills with diverse stakeholders.
• Ability to troubleshoot and analyze problems.

Responsibilities

• Support on-site and remote end-users to resolve IT-related issues (hardware/software/network).
• Perform installations, migrations and troubleshooting on systems.
• Resolve issues outside work hours when needed.
• Take ownership of technical issues and escalate to Level 2/3 when necessary.
• Participate in the service ticket system and task assignment/scheduling processes.
• Adhere to SOPs and escalate issues as required.
• Provide in-house helpdesk support via phone/email/remote access support.
• Document troubleshooting and resolution steps.
• Participate in providing customer training when required.
• Keep customers informed on support progress.
• Report to Team Lead/Manager during support requests.
• Provide reports to monitor/close cases and daily/weekly timesheets.

Skills

IT support

Customer service

Troubleshooting

Communication

Prioritization

Job description

Summary

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

Job 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 work 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.

Essential Qualifications

• 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.