Desktop/ IT Support Engineer

ITCAN PTE. LIMITED; Singapore; Híbrido; SGD 42.000 - 60.000; Jornada completa

Descripción de la vacante

ITCAN PTE. LIMITED in Singapore seeks an IT Support Analyst to provide onsite and remote end-user support for desktops, laptops, software, and peripherals.

You will diagnose and resolve hardware and software incidents within SLAs, log and track tickets, and escalate complex issues when needed. You will contribute to imaging, deployment, upgrades, and documentation, while ensuring IT security policies and procedures are followed.

Formación

• Minimum ITE or Diploma in IT, Computer Engineering or related discipline.
• At least 1 year of desktop support or helpdesk experience.
• Hands-on experience with Windows 10/11 and Office 365.
• Familiarity with IT ticketing systems and ITSM processes.
• Knowledge of networking basics and peripherals.

Responsabilidades

• Provide onsite and remote technical support to end users for desktop, laptop, software, and peripherals.
• Diagnose, troubleshoot, and resolve hardware and software incidents within SLAs.
• Log, track, and manage incidents via the IT ticketing system.
• Escalate complex issues to appropriate teams or vendors.
• Perform imaging, installation, and configuration of desktops and laptops.
• Assist with IT equipment deployment, upgrades, and refresh activities.
• Support Windows 10/11 and Office 365 applications.
• Maintain asset inventory and documentation.
• Ensure compliance with IT security policies and procedures.
• Provide IT support across customer sites as required.
• Participate in rotational shifts and extended coverage when necessary.

Conocimientos

Customer service skills

Troubleshooting

Communication skills

Time management

Organizational skills

Independent and team player

English proficiency

Educación

ITE or Diploma in Information Technology

Herramientas

IT ticketing system

Remote support tools

Windows 10/11 support

Descripción del empleo

Key Responsibilities

• Provide onsite and remote technical support to end users for desktop, laptop, software, and peripheral-related issues.
• Diagnose, troubleshoot, and resolve hardware and software incidents within agreed Service Level Agreements (SLAs).
• Log, track, update, and manage incidents and service requests through the IT ticketing system.
• Escalate complex or unresolved technical issues to the appropriate support teams or vendors.
• Perform desktop and laptop imaging, re-imaging, installation, and configuration.
• Assist with IT equipment deployment, replacement, upgrades, and technology refresh activities.
• Support Microsoft Windows 10/11 and Microsoft Office 365 applications.
• Perform IT asset inventory checks and maintain accurate asset records.
• Prepare and update technical documentation, work instructions, and standard operating procedures.
• Ensure compliance with IT security policies, operational guidelines, and established procedures.
• Provide IT support across different customer sites and locations as required.
• Participate in rotational shifts, standby duties, and extended support coverage when necessary.

Requirements

• Minimum ITE or Diploma qualification in Information Technology, Computer Engineering, or a related discipline.
• At least 1 year of experience in desktop support, IT helpdesk, or end-user technical support.
• Hands-on experience supporting Microsoft Windows 10/11 and Microsoft Office 365.
• Good knowledge of desktop computers, laptops, printers, and other IT peripherals.
• Familiarity with IT ticketing systems and IT Service Management (ITSM) processes.
• Basic understanding of networking concepts and troubleshooting.
• Experience with remote support tools will be an added advantage.

Skills & Competencies

• Good verbal and written communication skills in English.
• Strong customer service and interpersonal skills.
• Good problem-solving and troubleshooting abilities.
• Ability to manage multiple tasks and prioritize incidents effectively.
• Strong coordination and organizational skills.
• Ability to work independently as well as collaboratively within a team.
• Customer-oriented mindset with a willingness to learn and adapt.