Desktop Support Engineer

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 42,000 - 72,000; Full time

Job summary

RAPSYS Technologies PTE. LTD. in Singapore is seeking a Desktop Support Engineer to handle frontline IT support, resolving incidents and service requests for a large user base.

You will work in a team, communicate clearly with users, and ensure timely resolution while maintaining excellent customer experience. This role requires adapting to staggered shifts and on-site support across client environments.

Qualifications

• Experience supporting government agencies.
• Experience supporting large user bases (100+ users).
• Ability to work effectively in a team environment.

Responsibilities

• Troubleshoot and resolve desktop support incidents for walk-in and onsite roaming users.
• Diagnose client platform-related problems to restore functionality.
• Respond to escalated incidents with root-cause analysis and solutions.
• Provide timely status updates to stakeholders during incident resolution.
• Deliver professional customer service and maintain a positive user experience.
• Document accurate information and own cases until full resolution.
• Escalate potential issues to Team Lead when appropriate.
• Log progress in the ticketing system for transparency and accountability.

Skills

Government experience

Large user base support

Team collaboration

Job description

Role: Desktop Support Engineer

Provide desktop support by troubleshooting user incidents and service requests, resolving client platform issues, and maintaining clear communication to ensure timely resolution and excellent customer experience.

Responsibilities

• Troubleshoot and resolve desktop support incidents and service requests for walk-in and onsite roaming users
• Diagnose and address client platform-related problems to restore functionality
• Respond promptly to escalated incidents, investigating root causes and providing temporary or permanent solutions
• Communicate timely status updates to relevant stakeholders throughout incident resolution
• Deliver a positive customer experience by managing interactions professionally and effectively
• Maintain ownership of cases by following up on reported issues until full resolution and documenting accurate information
• Manage customer expectations and elevate potential issues to Team Lead proactively
• Update and track incident progress diligently in the ticketing system to ensure transparency and accountability

Preferred competencies and qualifications

• Experience supporting government agencies
• Experience supporting large user bases (100+ users)
• Ability to work effectively in a team environment

Other Information

• Working hours: Staggered 8.5-hour shifts between 7:30am and 9:00pm (SGT), Monday to Sunday, including Public Holidays