Desktop Support

Technopals Pte Ltd; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading company in Singapore is seeking a Desktop Support Engineer to provide technical support for end-user services. The role involves troubleshooting hardware and software issues, managing vendor relationships, and ensuring optimal performance of IT systems. Candidates should have at least 4 years of experience and a strong understanding of various technologies and support protocols.

Qualifications

• Minimum 4 years of experience in desktop application administration and support.
• Knowledge of OA support, GL OMS trading platform, and SGX applications.
• Good understanding of Active Directory, group policy, and latest Windows OS.

Responsibilities

• Provide IT technical onsite support for end user services problems.
• Install, reinstall, troubleshoot, and reconfigure hardware and software.
• Manage queries, escalations, and problem resolution with vendors.

Skills

Desktop application administration

Technical support

Network troubleshooting

Active Directory

Microsoft Windows

Job description

Desktop Support Engineer

Desktop Support Roles and Responsibilities

1. Provide IT technical onsite support for end user services problems, including identification, diagnosis, rectification, and escalation.
2. Offsite standby support for emergency incidents/cases after office hours on a weekly rotational basis among team personnel.
3. Answer all incoming calls within 10 rings; return missed or dropped calls within 15 minutes.
4. Install, reinstall, troubleshoot, and reconfigure the bank’s standard hardware components, including desktops, notebooks, printers, iPads, and scanners.
5. Install, reinstall, troubleshoot, and reconfigure Microsoft Windows, Microsoft applications, and MobileIron on desktops and notebooks.
6. Install customer access and in-house applications; facilitate software distribution services for users.
7. Perform data removal from hard disks following customer disposal procedures.
8. Manage queries, escalations, problem resolution, and MAC (move, add, change) requests with third-party vendors.
9. Provide support for desktop software, BCP exercises, printer maintenance, and hardware repairs.
10. Coordinate with vendors for warranty repairs and ensure printers are restored to working condition.
11. Configure and set up print servers and perform yearly preventive maintenance.

Requirements

• Minimum 4 years of experience in desktop application administration and support.
• Knowledge of OA support, GL OMS trading platform, SGX applications, and workflow understanding including SGX, SSH, SFTP.
• Provide Level 1 network troubleshooting, support for Kiosk PCs, switches, and support for OSPL Remisiers & Dealers.
• Support VPN, iPad, iPhone, MacBook, and support for traders due to trading volume and price urgency.
• Support OCS and NBR users, basic network troubleshooting skills (Telnet, tracert, DNS, McAfee scanning).
• Good understanding of Active Directory, group policy, proxy settings, Power Excel, and latest Windows OS.

Hours of Coverage

• Work hours are from 9:00 am to 6:30 pm, Monday to Friday. Coverage excludes Sundays and public holidays.
• Resident engineers will be on standby 24/7, providing on-call support outside working hours, including weekends and public holidays, with onsite response within 2 hours upon activation.
• Engineers will not have coverage during leave periods. Overtime will be paid for work outside scheduled hours, with prior approval as applicable.