Desktop Support Engineer

Career Connex Private Limited; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

Career Connex Private Limited is seeking a Desktop Support Engineer in Singapore to provide day-to-day local and remote desktop support, handle inbound calls, troubleshoot and document steps for hardware, software, and application issues in a ticketing system.

The role requires 2+ years of end-user support experience, including VIP support, and the ability to work in a project-based, collaborative environment across shifts within the IT Support Centre.

Qualifications

• Minimum 2 years in end-user IT support.
• VIP support experience advantageous.
• Ability to work in a project-based environment requiring teamwork.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Windows 7-11, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, helpdesk ticketing systems.
• Installation and configuration - Desktop / laptop / printer / server / networks.
• Excellent skills in user IT infrastructure - desktops, laptops, printers, handhelds, smartphones.
• Strong technical skills in Microsoft Windows desktop operating systems and Office applications.
• Perform remedial repairs on desktops, laptops, printers and peripherals.
• PC/laptop management via Active Directory.
• Use diagnostic tools to troubleshoot network and hardware/software issues.
• Experience with IT basics of networks, servers, AV, smart devices and telecoms.
• Document end-user technical issues and resolutions clearly.

Skills

Windows OS

Active Directory

MS Office 365

VIP support

Helpdesk ticketing

Networking basics

Tools

Active Directory (AD)

GPOs

MS Office 365

Helpdesk ticketing system

Job description

Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer's various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have minimum 2 years related field experience in End User support including VIP support, this position requires the ability to work in a project-based environment requiring flexibility and teamwork.

Position Responsibilities and Functions

• Provide first/second level contact and problem resolution for customer issues.
• Windows 7-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
• Installation and configuration - Desktop / laptop/ Printer/Server/ Networks etc.
• Excellent skills in user IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office
• Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
  Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, Windows 11 and Microsoft Office 2010, Microsoft Office 365 and any another authorized desktop application.
• Install, upgrade, support and troubleshoot for printers, computer hardware.
• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
• Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding/desktop support, printers
• Provide Hands and eyes support to visually verify the state of a device and to perform tasks at the direction of a remote support subject matter expert to rectify an Incident.
• Taking ownership of issues through to resolution on all appropriate requests as per the SLAs
• Performing asset inventory activities as needed.
• Excellent communication relationship-building and internal customer service skills.
• Background verification is mandatory