End User IT Support Engineer

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading IT service provider in Singapore is seeking an experienced IT Support Specialist to provide effective support to end-users through remote and onsite channels. The candidate should have 3 to 5 years of experience in end-user IT support, excellent analytical and problem-solving skills, and the ability to manage work effectively. This role offers opportunities to contribute to service delivery and compliance efforts while ensuring a high standard of customer service.

Qualifications

• 3-5 years of experience in end-user IT support.
• Ability to manage work effectively and meet targets.
• Strong analytical and problem-solving skills.

Responsibilities

• Provide IT support through remote and onsite channels.
• Handle incidents, service requests, and changes.
• Ensure timely resolution and communicate with end users.

Skills

End-user IT support experience

Analytical skills

Effective communication

Problem-solving skills

Ability to manage work effectively

Job description

Key Responsibilities

IT Service Support

• Provide IT support through remote channels (e.g. service desk, user administration, request handling) and onsite support when required (e.g. desk-side or time‑critical support).

• Handle incidents, service requests, problems, changes, and access rights in accordance with established processes.

• Act as the case or request owner, ensuring timely resolution and appropriate prioritisation.

• Perform incident resolution and request fulfilment within agreed service levels.

• Escalate issues to relevant support teams when necessary.

• Provide clear communication to end users during service disruptions or operational issues.

• Support preventive maintenance activities and pre‑checks.

Service Delivery & Operations

• Work in accordance with defined service guidelines, processes, and operating procedures.

• Contribute to achieving team performance indicators and service objectives.

• Support second- and third-level support teams in problem identification and resolution.

• Contribute to continuous improvement of supported services and solutions.

• Participate in access management activities and identity management support where applicable.

Knowledge & Process Management

• Contribute to knowledge management by documenting solutions, known errors, and workarounds.

• Maintain accurate records in relevant IT service management systems.

• Participate in problem identification, root cause analysis, and process improvement initiatives.

Information Security & Compliance

• Adhere to organisational information security policies and standards.

• Identify and report potential security risks or issues.

• Ensure correct handling of user access, data, and systems in line with security requirements.

Required experience/skills

• 3‑5 years of experience in end‑user IT support, with exposure to both routine and complex support environments.

• Ability to plan, prioritise, and manage work effectively to meet time, quality, and service targets in accordance with established policies and procedures.

• Experience handling incidents, service requests, and problem resolution using structured and systematic approaches.

• Capability to perform a broad range of technical support tasks, including non‑routine and complex activities, across different systems and environments.

• Strong analytical and problem‑solving skills, with the ability to investigate, define, and resolve technical issues.

• Effective communication skills, with the ability to communicate clearly in both written and verbal formats to technical and non‑technical stakeholders.

• Familiarity with working to defined standards, processes, and business requirements.

Interested candidates, who wish to apply for the advertised position, please apply now for the below role.
We regret that only shortlisted candidates will be notified.

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