Desktop Engineer(Roving)

ITCAN PTE. LIMITED; Singapore; On-site; SGD 28,000 - 47,000; Full time

Job summary

ITCAN PTE. LIMITED is seeking a Desktop Support Engineer to be the first point of contact for end users, delivering timely desktop support, diagnosing hardware and software issues, and ensuring compliance with SLAs across multiple locations in Singapore.

You will provide onsite and remote support, perform imaging, device deployments, and asset management while documenting procedures and maintaining IT security standards.

Qualifications

• ITE or Diploma in Information Technology, Computer Engineering, or related discipline.
• Minimum 1 year of desktop support or IT helpdesk experience.
• 1 year hands-on experience supporting Windows 10/11 and Office 365.

Responsibilities

• Provide onsite and remote desktop support to end users.
• Troubleshoot and resolve incidents and service requests within SLA timelines.
• Escalate unresolved issues to resolver groups or vendors as needed.
• Perform imaging and re-imaging of desktops/laptops.
• Support device deployment, replacement, and refresh activities.
• Conduct asset inventory verification and asset management.
• Update incident records in the ticketing system.
• Create and maintain IT procedures and technical documentation.
• Ensure compliance with IT policies and security standards.
• Support users across multiple sites and locations.
• Participate in shift rotations and extended support as required.

Skills

English communication

Customer service

Prioritization

Team collaboration

Education

ITE or Diploma in IT/Computing

Tools

Windows 10/11

Office 365

Remote support tools

ITSM / Ticketing system

Job description

Primary Purpose

The Desktop SupportEngineerserves as the first point of contact for end users requiring IT assistance. The role is responsible for providing timely and effective desktop support services, resolving hardware/software issues, and ensuring compliance with IT operational standards and service level agreements (SLAs).

Theengineerwill support daily IT operations across multiple locations and participate in rotationalshiftcoverage to support business operational requirements.

Key Responsibilities

• Provide onsite and remote desktop support services to end users
• Receive, prioritize, troubleshoot, document, and resolve end-user incidents and service requests within agreed SLA timelines
• Escalate unresolved incidents to appropriate resolver groups or third-party vendors where necessary
• Perform desktop/laptop imaging and re-imaging activities
• Support device deployment, replacement, and technology refresh exercises
• Conduct asset inventory verification and asset management activities
• Update and maintain accurate incident and service request records within the ticketing system
• Create, update, and maintain work instructions, operational procedures, and technical documentation
• Ensure compliance with IT policies, security standards, and operational procedures
• Provide support for Microsoft Windows and Microsoft Office 365 related issues
• Support users across different customer sites and locations as required
• Participate in operational standby,shiftrotations, and extended support coverage when required

Requirements

Education & Experience

• Minimum ITE or Diploma qualification in Information Technology, ComputerEngineering, or related discipline
• Minimum 1 year of experience in desktop support or IT helpdesk environment
• Minimum 1 year of hands-on experience supporting:
• Microsoft Windows 10/11
• Microsoft Office 365

Technical Skills

• Demonstrated knowledge in supporting desktops, laptops, printers, and related peripherals
• Familiarity with ticketing systems and ITSM processes is preferred
• Experience performing remote support using remote access tools will be advantageous
• Knowledge of basic networking and troubleshooting concepts is preferred

Communication & Soft Skills

• Clear spoken and written English communication skills
• Good interpersonal and customer service skills
• Strong coordination and organizational abilities
• Ability to prioritize tasks effectively and work with urgency in a fast-paced environment
• Ability to communicate effectively with team members, management, and end users