IT Service Desk Engineer

Kaplan Singapore; Singapore; Hybrid; SGD 40,000 - 60,000; Full time

Job summary

A leading company in Singapore is seeking an IT Support Specialist to provide first-line support for incidents and service requests. The role involves managing end-user accounts, maintaining network equipment, and ensuring compliance with InfoSec requirements. Candidates should have a diploma or degree in IT, relevant certifications, and at least 2 years of experience. Fluency in Mandarin is an advantage. The position offers a hybrid work arrangement, blending in-office and remote work.

Qualifications

• At least 2 years of related working experience.
• Fluency in Mandarin will be an added advantage.

Responsibilities

• Providing 1st line IT support for incidents and service requests.
• Managing end-user accounts, permissions, and access rights.
• Monitoring and maintaining network equipment, servers, and VOIP systems.

Skills

Communication

Analysis

Education

Diploma or Degree in Computer Science

Tools

Microsoft 365

Azure AD

ITIL

Job description

Key Roles and Responsibilities:

• Providing 1st line IT support for incidents and service requests in person or via remote support tools

• Taking ownership and a proactive approach to ensure all incidents or service requests are resolved or closed within the agreed upon SLAs

• Recording, tracking, and documenting the lifecycle of an incident or request within the ITSM system following ITIL best practices

• Fixing causes, not just symptoms, and doing what is necessary to prevent problems from recurring

• Investigating and implementing ways of reducing calls to the Service Desk

• Managing end-user accounts, permissions, and access rights to various technology platforms while ensuring that all local and regional InfoSec and compliance requirements are consistently observed

• Providing 1st line Microsoft 365 support

• Managing on prem and Azure AD user and group objects

• Supporting KI's business systems and 3rd party applications

• Contributing to our knowledge base and writing support documentation

• Working effectively and productively within a team and with vendors as required

• Setting up and configuring new hardware to meet business requirements

• Monitoring and maintaining network equipment, servers, and VOIP telephony systems

• Keeping up to date on technology and new IT support techniques

• Keeping peers and the Service Desk Manager informed of trends, significant problems, and unexpected delays

• Recognizing when to escalate IT issues to 2nd line support or other IT groups

• Following the ITIL Framework when managing an Incident life cycle

• Supporting the collection and administration of faulty devices with 3rd party supplier, while monitoring the process from collection to return of device

• Delivering results set against individual and team KPIs

Qualifications

• Diploma or Degree in Computer Science or Information Technology or an equivalent combination of training and experience

• Fluency in Mandarin will be an added advantage due to the requirement to support China region

• CompTIA A+, CCNA or MCSA Office 365 certification

• ITIL V4 Foundation Certification

• At least 2 years of related working experience

• Good written and verbal communication skills

• Ability to analyse, understand and effectively communicate deep technical materials

• Working knowledge of SOX, PDPA, PIPL, GDPR, PCI DSS, ISO 27001 regulations and standards

• Working knowledge of ITIL's ITSM framework

• Working knowledge of Microsoft 365, on prem & Azure AD, network technologies, and VOIP systems

• Sound knowledge of Win 7/10/11, Mac OS, MS Office productivity suite, and general desk support

Other Information

• Working Hours: Monday to Friday, 9am to 6pm

• Work Arrangements: Hybrid (Blend of in-office and remote work)

• Location: Wilkie Edge