Desktop Support Engineer

YM GLOBAL TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 40,000 - 55,000; Full time

Job summary

A leading technology firm in Singapore seeks IT support staff responsible for providing technical assistance in desktop support, mobile device management, and video conferencing support. Candidates should have a diploma in IT, 3+ years of related experience for senior positions, and excellent communication skills. Benefits include working in a collaborative environment with opportunities for continual learning.

Qualifications

• At least 3 years of related IT experience for senior role.
• Minimum 1 year experience for junior role.
• ITIL certification preferred.

Responsibilities

• Provide technical assistance for desktop support and mobile device management.
• First level troubleshooting for bank user applications.
• Perform asset tracking and service request management.

Skills

Customer-centric attitude

Proactive individual

Team player

Strong communication skills

Analytical and problem-solving

Education

Diploma in IT / Information Technology

Tools

M365

Windows 11

ServiceNow

Job description

Education/Experience Requirements:

• Diploma in IT / Information Technology discipline or equivalent
• At Least 3 years of related IT experience for senior, min 1 year experience for junior in supporting in MNC/bank environment
• ITIL certification preferred.

Key Skills:

• Pro-active individual with customer centric
• Able to face Users/Bank manager confidently
• M365 and Win 11 OS and hardware understanding
• Enthusiastic in learning new technologies and contribute for team success
• Team player with good communication with support team
• Good tracking and follow up of action item

Responsibilities:

• Provide technical assistance and support for incoming queries and issues related desktop support, mobile device management, video conferencing support.
• First level troubleshooting for bank user applications
• Refresh existing laptop and deploy laptop to user, perform IMAC service request within SLA and perform asset tracking.
• Incident support relate to software and hardware, including MS Win 11 and across a range of software applications on the client machine (M365 and applications, Outlook, Team conferencing, etc.).
• Perform daily health check, standby and support for meeting Room’s Audio & Video devices
• ServiceNow ticket update
• With initiative and feedback business and technical challenges
• Communicating with other engineers, clients, and managers in a professional manner as situations arise, and at regular intervals ensuring that all parties involved are kept up to date to the ticket status
• Attending and participating in regularly scheduled team meetings, development training, and other meetings as needed

Technical/Functional Competencies:

• In-depth understanding of MS Windows 11, iPhone and iPad OS
• Knowledge of Microsoft application support such as M365
• Knowledge of Microsoft Azure, Active Directory, M365 and Windows Server, DHCP, DNS, Networks, defender, endpoints encryption, PC hardware and software, basic knowledge of Windows networking and printer
• Knowledge & experience supporting Audio & Video Meeting room equipment’s such as Microsoft Team, etc.
• Ability to prioritize action & multi-task in a fast-paced/demanding environment.
• Strong analytical & problem-solving using knowledge base
• Strong interpersonal/relationship-building skills & customer service values/practices.
• Excellent communication skills (written and verbal), capable of bridging the gap between technology and business functions. Ability to create technical documentation
• Willingness to accept additional responsibilities.
• Strong customer service and communication skills with a focus on rapport-building, listening and questioning skills
• Ability to work effectively in a team with minimal supervision
• Ability to quickly absorb and retain information keen attention to detail
• Must be a highly motivated individual that can work as part of a team to accomplish goals
• Able to focus and answer questions precisely

Support timing:

• 8am to 5pm or 10am to 7pm Mon to Fri. Rotate with team members
• Adhoc after office hour support