Deskside engineer

QUESSCORP SINGAPORE PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

QUESSCORP SINGAPORE PTE. LTD. is seeking a Deskside Support Services (DSS) professional to deliver onsite hardware, software and end-user IT support. The role includes troubleshooting desktops, laptops, OS and applications, setting up devices and end-user ticket management.

You will coordinate with the Service Desk, assist with network/infrastructure tasks, and provide end-user training and executive support as needed. Singapore-based onsite position with standard IT support duties.

Qualifications

• Strong desktop, laptop, hardware and software troubleshooting skills.
• Relevant deskside support or Service Desk experience.
• Knowledge of Windows OS, Microsoft Office and Google Workspace.
• Familiarity with Active Directory, DHCP, DNS, wireless connectivity and printers.
• Good ticket management, escalation and coordination skills.
• Strong customer service, communication and organisational skills.
• The ability to multitask, work independently and manage competing priorities.

Responsibilities

• Provide onsite hardware, software and end-user IT support.
• Troubleshoot desktops, laptops, operating systems, applications and other IT issues.
• Set up new client devices and perform standard laptop and desktop re-imaging.
• End-user support and ticket management.
• Handle requests assigned by the Helpdesk, user walk-ups/calls and the Service Manager.
• Coordinate with the Service Desk to resolve user issues, missing tickets, missing shipments and complex cases.
• Escalate P1/P2 incidents and long-pending issues.
• Track and follow up on all open tickets.
• Follow client's support model and ticket assignment process.
• Network and infrastructure support
• Provide local hands-and-feet support for network and server infrastructure.
• Assist with troubleshooting DHCP, DNS, Active Directory, wireless networks and hotspots.
• Support approved printers, mobile devices, non-CLM clients and snooping-related troubleshooting, where applicable.
• Work with offshore support teams to resolve technical issues.
• Software and application support
• Troubleshoot issues that cannot be resolved by the Service Desk, including viruses, operating systems, Microsoft Office, Google Workspace, email, documents, calendars and synchronisation.
• Vendor and break-fix coordination
• Coordinate with vendors for onsite hardware repairs and break-fix support
• Coordinate local support activities with relevant technical teams.
• Site coordination and user support
• Act as the local site lead for coordination, command-centre activities and end-user training.
• Provide executive support for visiting executives.
• Manage disposal and e-waste processes for old PCs.
• Prepare and maintain end-user documentation for projects and tasks.

Skills

Desktop troubleshooting

Service desk experience

Windows OS

Office & Google Workspace

AD/DHCP/DNS

Ticket management

Customer service

Multitasking

Job description

Deskside Support Services (DSS)

Part A – General Responsibilities

The Deskside Support Services (DSS) resource will provide onsite hardware, software and end-user IT support

Key Responsibilities

• Hardware and software support


• Provide hardware and software support


• Troubleshoot desktops, laptops, operating systems, applications and other IT-related issues.


• Set up new client devices and perform standard laptop and desktop re-imaging.


• End-user support and ticket management


• Handle requests assigned by the Helpdesk, user walk-ups/calls and the Service Manager.


• Coordinate with the Service Desk to resolve user issues, missing tickets, missing shipments and complex cases.


• Escalate P1/P2 incidents and long-pending issues.


• Track and follow up on all open tickets.


• Follow client's support model and ticket assignment process.


• Network and infrastructure support


• Provide local hands-and-feet support for network and server infrastructure.


• Assist with troubleshooting DHCP, DNS, Active Directory, wireless networks and hotspots.


• Support approved printers, mobile devices, non-CLM clients and snooping-related troubleshooting, where applicable.


• Work with offshore support teams to resolve technical issues.


• Software and application support


• Troubleshoot issues that cannot be resolved by the Service Desk, including viruses, operating systems, Microsoft Office, Google Workspace, email, documents, calendars and synchronisation.


• Vendor and break-fix coordination


• Coordinate with vendors for onsite hardware repairs and break-fix support


• Coordinate local support activities with relevant technical teams.


• Site coordination and user support


• Act as the local site lead for coordination, command-centre activities and end-user training.


• Provide executive support for visiting executives.


• Manage disposal and e-waste processes for old PCs.


• Prepare and maintain end-user documentation for projects and tasks.

Candidate Requirements

The ideal candidate should have:

• Strong desktop, laptop, hardware and software troubleshooting skills.


• Relevant deskside support or Service Desk experience.


• Knowledge of Windows operating systems, Microsoft Office and Google Workspace.


• Familiarity with Active Directory, DHCP, DNS, wireless connectivity and printers.


• Good ticket management, escalation and coordination skills.


• Strong customer service, communication and organisational skills.


• The ability to multitask, work independently and manage competing priorities.