Desktop Engineer | Yearly Renewable Contract

PERSOL; Singapore; Hybrid; SGD 36,000 - 48,000; Full time

Job summary

PERSOL in Singapore is seeking an IT Helpdesk Technician to troubleshoot desktop and IT-related issues and provide post-sales maintenance support to clients.

You will support on-site and remote end-users, perform installations and migrations, document resolutions, and escalate complex issues to higher levels while ensuring adherence to SOPs and SLAs.

Qualifications

• 1–2 years of IT support experience.
• Excellent communication with diverse users in person, over the phone, and in writing.
• Strong troubleshooting and problem analysis abilities.
• Ability to plan and prioritize workload without supervision.
• Ability to prioritize and work under pressure to meet SLAs.

Responsibilities

• Provide on-site and remote end-user support for hardware, software, and network issues.
• Installations, migrations, and troubleshooting on systems.
• Escalate to Level 2/3 when needed.
• Document troubleshooting steps and resolutions.
• Assist with customer training and report generation for case monitoring.

Skills

Communication

Troubleshooting

Time management

On-site support

Remote support

Ticketing system

Documentation

Team collaboration

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.