First-Call IT Support Engineer

ITCAN Pte Limited; Singapore; On-site; SGD 32,000 - 42,000; Full time

Job summary

ITCAN Pte Limited is seeking an IT support professional to handle frontline technical queries and ensure timely responses via phone and email. The role focuses on quick issue resolution, case ownership, and clear communication with customers.

The ideal candidate will perform initial troubleshooting, provide status updates, and escalate where necessary while maintaining accurate incident records and managing customer expectations.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
• Perform first level troubleshooting on all reported incidents and escalati
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
• Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
• Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

Job description

ITCAN Pte Limited is seeking an IT support professional to handle frontline technical queries and ensure timely responses via phone and email. The role focuses on quick issue resolution, case ownership, and clear communication with customers.

The ideal candidate will perform initial troubleshooting, provide status updates, and escalate where necessary while maintaining accurate incident records and managing customer expectations.