Desktop Support Engineer

Nanyang Tech Pte Ltd; Singapore; On-site; SGD 42,000 - 68,000; Full time

Job summary

Nanyang Tech Pte Ltd seeks an IT Support specialist to manage end-user issues across Windows and macOS, handle tickets, and support onboarding of new staff in a fast-paced environment.

The role emphasizes strong Mandarin communication, professional customer service, and collaboration with cross-functional teams to meet IT objectives.

Qualifications

• At least 2 years’ experience in IT and customer service.
• 2+ years in a service/support role with a large user base.
• Excellent customer service and professional communication.
• Mandarin language proficiency is mandatory to support operations.

Responsibilities

• Collective responsibility with the global support team to manage tickets by priority.
• Manage your personal ticket queue and document all work in the ticketing system.
• Troubleshoot day-to-day incidents across hardware, software, and networking.
• Provide basic Mobility Support and onboarding IT equipment.
• Create documentation and knowledge base content as needed.
• Understand ITIL principles and track group performance metrics.
• Assist in project support and lead small initiatives when required.
• Support end users, including executives, with professionalism and discretion.

Tools

ServiceNow

JamF

Microsoft Autopilot

AWS

MDM (Intune)

Active Directory/Azure AD

Job description

Your responsibilities will include but not limited to;

• Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment.
• Effective management of your personal ticket queue.
• Fundamental to advanced troubleshooting for day to day incidents or requests from End Users involving hardware, software or networking. Ensuring that all efforts are captured on to the ticketing system.
• Basic Mobility Support
• Project Support and Potential Leadership of Project Initiatives (Large Scale IT Objectives).
• Basic Asset Management processes adherence to support ongoing accuracy of Asset Inventory Database and Stock. Effective management of hardware and software distributed to employees.
• Knowledge Base Usage, Reference and Collective Improvement.
• Timely support of End User Issues or Requests.
• Assisting hiring manager on onboarding process and preparation of IT equipment of new employees (IT portion).
• Occasional Creation of various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles).
• Understanding of various metrics reflecting the group’s performance.
• Management of Project assignments and relevant activities as necessary in order to remain on-schedule for critical objectives.
• Narrowing down issue and redirecting issues to SME as and when necessary.
• Report customer feedback and potential improvements.

The following core skills are highly desirable;

• At least 2 years’ experience in the IT industry and Customer Service Role
• At least 2+ years’ related experience with increasing responsibility in a Service and Support technical role for a midsize or larger organization (700+ user environment).
• Must possess excellent customer service skills and have the ability tointeract professionally with a diverse group, executives, managers, subject matter experts and business users.
• Maintains a high degree of professionalism in actions, demeanor and dress.
• Requires a high level of expertise in both Windows and Apple operating systems, platform software and associated hardware. Understanding of networking principles and printing environments.
• Possess a strong technology background with the ability to execute a task or project to completion.
• Demonstrated ability to manage the full lifecycle of an End User computing environment from hire to refresh/retire.
• Organized and deadline driven with the ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to detail.
• Excellent teamwork skills and the ability to work unsupervised.
• Demonstrated performance and aptitude consistent with client core values and culture.
• Handles confidential and sensitive matters with tact and diplomacy.
• Understanding of ITIL principles
• Mandarin language proficiency is mandatory to effectively support business operations and meet customer communication requirements

The following skills are beneficial:

• Experience supporting Board level Executives directly.
• Audio Visual event support experience.
• Event support (Internal All Staff’s, offsite meetings)
• Creation of support documentation, Guides and manuals.
• ServiceNow
• JamF
• Microsoft Autopilot
• AWS
• MDM (Intune, Cloud hosted or SaaS)
• On Prem Active Directory / Azure Active Directory
• Network troubleshooting