Deskside Support Engineer

HCL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 48,000 - 60,000; Full time

Job summary

A leading IT services firm in Singapore seeks a Desktop Support Technician. This role focuses on assisting staff with technical support for desktop and laptop systems, managing configurations, and resolving technical issues. Ideal candidates should have a Bachelor's degree in a related field and a minimum of 3 years of experience in desktop support. Willingness to work in a 24/7 environment is required.

Qualifications

• Minimum 3 years of experience in a desktop support environment.
• Phone support experience necessary.
• Willing to work 24 x 7 environments.

Responsibilities

• Assist staff with installation and configuration of computers.
• Work with vendor support to resolve technical problems.
• Respond to support requests from service desk and users.

Skills

Technical support

Problem solving

Windows Operating systems

ITSM ticketing tools

Remote desktop connectivity

Education

Bachelor’s Degree / Diploma in Engineering or related field

Tools

MS Office Suite

Adobe Acrobat

Active Directory

Job description

Overview

This position assists staff with technical support or desktop/laptop computers, applications, printers and related technologies.

Responsibilities

• Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines.
• Works with vendor support contacts to resolve technical problems.
• Works with service desk and RDS as appropriate to determine and resolve problems received from clients.
• Responds to support requests from service desk, users and other infrastructure teams.
• Performs upgrades as directed to ensure the longevity of equipment.
• Keeps track of requests and makes sure they are implemented as planned.
• Participates in incident handling concerning desktop changes.
• Participates in projects concerning larger desktop changes, for example rollout of new antivirus.
• Microsoft environment knowledge (desktop & server).
• Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems.
• Provides weekly reports.
• Implements best practices.
• Acts as the single point of contact with customers.

Qualifications

• Bachelor’s Degree / Diploma in Engineering, Computer Science, Management Information Systems, or related field.
• Minimum 3 years of experience from the desktop environment.
• Have some level of technical understanding of the products building up a desktop service.
• Exposure on managing remote sites.
• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Windows and Novell Operating systems.
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000.
• Servers: Windows 2000, Windows 2003, Windows 2008.
• Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007.
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center.
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
• Internet browsers (e.g. Explorer, Chrome, Firefox).
• VPN and remote dial-in users.
• Support for laptop, desktops, AV devices and printers.
• PDA and Blackberry support.
• Apple iPad Device support.
• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
• Willing to work 24 x 7 environments.