Call Centre Helpdesk Agent - L1

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 28,000 - 30,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE. LTD. is seeking an IT Support specialist to handle incidents, requests, and alerts across Call, Email, Web Chat, EUP, IVR, and monitoring consoles. You will provide Level 1 troubleshooting for Workplace, Server, Network, M365, SASE, and POS systems.

Join a 12-hour rotating shift schedule, log and escalate issues, maintain records in the Service Management System, and ensure updates and resolution within SLA while following SOPs and performing daily tasks.

Qualifications

• High school diploma or equivalent.
• IT support experience or knowledge is an advantage.
• Willing to work 12-hour rotating shifts.

Responsibilities

• Respond to incidents, requests, enquiries, and alerts via Call, Email, Web Chat, EUP, IVR, and monitoring consoles.
• Provide Level 1 troubleshooting for Workplace, Server, Network, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems.
• Monitor security events, server/network availability, and system performance.
• Perform password resets and account unlocks.
• Log, manage, and elevate incidents to the appropriate Resolver Teams.
• Maintain accurate records in the Service Management System.
• Provide timely updates and ensure cases are resolved within SLA.
• Follow Standard Operating Procedures (SOPs) and perform daily operational tasks.

Skills

Incident response

Troubleshooting

SLA adherence

Documentation

Education

High school diploma

Job description

Job Description & Requirements:

• Respond to incidents, requests, enquiries, and alerts via Call, Email, Web Chat, EUP, IVR, and monitoring consoles.

• Provide Level 1 troubleshooting for Workplace, Server, Network, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems.

• Monitor security events, server/network availability, and system performance.

• Perform password resets and account unlocks.

• Log, manage, and elevate incidents to the appropriate Resolver Teams.

• Maintain accurate records in the Service Management System.

• Provide timely updates and ensure cases are resolved within SLA.

• Follow Standard Operating Procedures (SOPs) and perform daily operational tasks.

Requirements:

• High school diploma or equivalent.

• IT support experience or knowledge is an advantage.

• Willing to work 12-hour rotating shifts.
  

  Compensation:
  Fixed Basic Salary: $2,500 to $2,700 per month
  Fixed Basic Allowance: $200 per month