Desktop Support Engineer - Contract

GMP TECHNOLOGIES (S) PTE LTD; Singapore; On-site; SGD 45,000 - 76,000; Full time

Job summary

GMP Technologies (S) Pte Ltd in Singapore is seeking an IT Support Specialist to deliver end-user support for desktops, mobile devices, and video conferencing, and to provide Level 2 troubleshooting for banking applications. You will refresh laptops/desktops, manage IMAC requests, and ensure timely resolution within SLAs while maintaining asset records and leveraging ServiceNow for incident tracking.

Collaboration with engineers and managers will ensure clear updates and effective problem

Qualifications

• Diploma or equivalent qualification in Information Technology, Computer Science, or related discipline.
• Minimum 2 years of IT support experience, preferably for 100+ users in an MNC or banking environment.
• ITIL certification is preferred.
• Strong customer service and communication skills required.

Responsibilities

• Provide technical assistance and end-user support for desktop, mobile devices, and video conferencing-related issues and requests.
• Provide Level 2 troubleshooting and resolution support for banking applications and end-user systems.
• Perform laptop and desktop refreshes, IMAC service requests, and ensure timely completion within defined SLAs.
• Maintain accurate asset records and perform IT asset tracking and reconciliation.
• Troubleshoot and resolve software and hardware incidents, including Windows OS, Microsoft 365, Microsoft Outlook, Microsoft Teams, and third‑party applications.
• Conduct daily health checks and provide technical support for meeting room and audio/video conferencing systems.
• Review, prioritize, pick up, and update incidents and service requests through ServiceNow.
• Proactively identify and communicate business and technical challenges, providing appropriate recommendations and feedback.
• Collaborate effectively with engineers, clients, and managers to ensure clear communication and timely updates on ticket status and issue resolution.
• Maintain professional communication with stakeholders and ensure users are kept informed throughout the incident lifecycle.
• Attend and actively participate in team meetings, technical training, development sessions, and other relevant meetings as required.

Skills

Customer service

Communication skills

Ticketing/tracking

Team player

Fast learner

Analytical thinking

Problem solving

Education

Diploma in Information Technology

Tools

ServiceNow

Windows 11

Microsoft 365

Azure

Active Directory

Windows Server

DHCP

DNS

Job description

• Provide technical assistance and end-user support for desktop, mobile devices, and video conferencing-related issues and requests.
• Provide Level 2 troubleshooting and resolution support for banking applications and end-user systems.
• Perform laptop and desktop refreshes, IMAC (Install, Move, Add, Change) service requests, and ensure timely completion within defined SLAs.
• Maintain accurate asset records and perform IT asset tracking and reconciliation.
• Troubleshoot and resolve software and hardware incidents, including Windows OS, Microsoft 365, Microsoft Outlook, Microsoft Teams, and third‑party applications.
• Conduct daily health checks and provide technical support for meeting room and audio/video conferencing systems.
• Review, prioritize, pick up, and update incidents and service requests through ServiceNow.
• Proactively identify and communicate business and technical challenges, providing appropriate recommendations and feedback.
• Collaborate effectively with engineers, clients, and managers to ensure clear communication and timely updates on ticket status and issue resolution.
• Maintain professional communication with stakeholders and ensure users are kept informed throughout the incident lifecycle.
• Attend and actively participate in team meetings, technical training, development sessions, and other relevant meetings as required.

Technical / Functional Competencies

• Strong working knowledge of Microsoft Windows 11, iOS, iPhone, and iPad platforms.
• Good knowledge of Microsoft 365 applications, including Outlook, Teams, Word, Excel, and related services.
• Working knowledge of Microsoft Azure, Active Directory, Microsoft 365, Windows Server, DHCP, DNS, Microsoft Defender, endpoint encryption, and PC hardware/software.
• Basic knowledge of Windows networking, TCP/IP, and printer troubleshooting.
• Hands‑on experience supporting audio/video conferencing and meeting room technologies, including Microsoft Teams Rooms.
• Ability to prioritize tasks, manage multiple incidents, and work effectively in a fast‑paced and demanding environment.
• Strong analytical and problem‑solving skills, with the ability to leverage knowledge bases and technical documentation.
• Strong interpersonal and relationship‑building skills with a customer‑focused approach.
• Ability to create and maintain clear and accurate technical documentation.
• Willingness to take on additional responsibilities and contribute to continuous improvement initiatives.
• Strong customer service skills, including active listening, questioning, rapport building, and user engagement.
• Ability to work independently and effectively as part of a team with minimal supervision.
• Fast learner with strong attention to detail and the ability to quickly absorb and retain technical information.
• Highly motivated, proactive, and committed to achieving individual and team objectives.
• Ability to understand user requirements and provide clear, accurate, and concise responses.

Requirements

Diploma or equivalent qualification in Information Technology, Computer Science, or a related discipline. Minimum 2 years of relevant IT support experience, preferably supporting 100+ users within an MNC or banking environment. ITIL certification is preferred.

Key Skills

• Proactive and customer‑focused approach to IT support.
• Confident in engaging with end users, senior users, and department heads.
• Strong understanding of Microsoft 365, Windows 11, PC hardware, and software troubleshooting.
• Enthusiastic about learning new technologies and contributing to team success.
• Strong team player with effective communication and collaboration skills.
• Good ticket tracking, follow‑up, and time‑management skills.

Support Hours

• Monday to Friday shift rotation: 8:00 AM - 5:00 PM/ 10:00 AM - 7:00 PM
• Participate in a rotational shift schedule with team members.
• Provide weekend and after‑hours support when required for critical incidents, system health checks, and business‑critical support activities.

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R23111973