Desktop Support Engineer: Onsite & Remote IT Helpdesk

ITCAN PTE. LIMITED; Singapore; Hybrid; SGD 32,000 - 52,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore is seeking a Desktop Support Engineer to be the first point of contact for end users, delivering timely desktop support, resolving hardware and software issues, and ensuring SLA compliance across multiple sites.

You will provide onsite and remote support, participate in shift rotations, image devices, manage asset records, and maintain technical documentation to support business operations.

Qualifications

• 1 year minimum in desktop support or IT helpdesk.
• Experience supporting Windows 10/11 and Office 365.
• ITE or Diploma in IT/Computer Engineering or related field.
• Familiarity with ITSM ticketing systems is a plus.

Responsibilities

• Provide onsite and remote desktop support to end users.
• Triage, troubleshoot, document, and resolve incidents within SLA timelines.
• Escalate unresolved issues to appropriate resolver groups or vendors.
• Image desktops/laptops and perform re-imaging as required.
• Support device deployment, replacement, and technology refreshes.
• Maintain asset inventory and manage asset records.
• Update incident records and create technical documentation.
• Ensure IT policies and security standards are followed.
• Support Office 365 related issues and general Windows support.
• Assist users across multiple locations and participate in shift rotations.

Skills

Desktop support

IT helpdesk

Remote support

Education

ITE or Diploma in IT/Computer Engineering

Tools

Microsoft Windows 10/11

Microsoft Office 365

Job description

Primary Purpose

The Desktop Support Engineer serves as the first point of contact for end users requiring IT assistance. The role is responsible for providing timely and effective desktop support services, resolving hardware/software issues, and ensuring compliance with IT operational standards and service level agreements (SLAs).

The engineer will support daily IT operations across multiple locations and participate in rotational shift coverage to support business operational requirements.

Key Responsibilities

• Provide onsite and remote desktop support services to end users
• Receive, prioritize, troubleshoot, document, and resolve end-user incidents and service requests within agreed SLA timelines
• Escalate unresolved incidents to appropriate resolver groups or third-party vendors where necessary
• Perform desktop/laptop imaging and re-imaging activities
• Support device deployment, replacement, and technology refresh exercises
• Conduct asset inventory verification and asset management activities
• Update and maintain accurate incident and service request records within the ticketing system
• Create, update, and maintain work instructions, operational procedures, and technical documentation
• Ensure compliance with IT policies, security standards, and operational procedures
• Provide support for Microsoft Windows and Microsoft Office 365 related issues
• Support users across different customer sites and locations as required
• Participate in operational standby, shift rotations, and extended support coverage when required

Requirements

Education & Experience

• Minimum ITE or Diploma qualification in Information Technology, Computer Engineering, or related discipline
• Minimum 1 year of experience in desktop support or IT helpdesk environment
• Minimum 1 year of hands-on experience supporting:
• Microsoft Windows 10/11
• Microsoft Office 365

Technical Skills

• Demonstrated knowledge in supporting desktops, laptops, printers, and related peripherals
• Familiarity with ticketing systems and ITSM processes is preferred
• Experience performing remote support using remote access tools will be advantageous
• Knowledge of basic networking and troubleshooting concepts is preferred