First-Call IT Support Specialist — Rotating Shifts

NCS; Singapore; On-site; SGD 25,000 - 40,000; Full time

Benefits offered by this job

CompTIA A+ certification

Job summary

NCS is a leading technology services firm active across the Asia Pacific region, seeking a customer-focused support professional for its service desk in Singapore. You will resolve requests via phone and email, perform initial troubleshooting, and keep customers updated within SLA.

You will own cases, manage expectations, and escalate when needed while working in rotating shifts that cover early to late hours. A technical background in Windows, AD, and Office is preferred.

Qualifications

• Minimum 1 year end-user support experience in a technical environment.
• Strong knowledge of Windows OS, Active Directory, and Microsoft Office.
• Good understanding of hardware and peripherals.
• Experience supporting WIFI/LAN connectivity.
• Understanding of TCP/IP, DNS, DHCP, VPN.
• Customer service orientation and patience with non-technical users.
• Basic understanding of ITIL framework.

Responsibilities

• Provide first call resolution (FCR) technical support via phone and email.
• Perform first-level troubleshooting and escalate to 2nd level resolver groups as per instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within SLA.
• Maintain ownership of cases and follow-up until closure with accurate information.
• Manage customer expectations and notify Team Lead of unusual surge in calls.
• Handle initial classification/prioritization of incidents and track progress of resolution.
• Log, track and prioritize all support requests with accurate documentation.

Skills

Windows OS

Active Directory

Microsoft Office

Hardware & peripherals

WIFI/LAN Connectivity

Networking TCP/IP DNS DHCP VPN

Customer service orientation

ITIL fundamentals

Job description

NCS is a leading technology services firm active across the Asia Pacific region, seeking a customer-focused support professional for its service desk in Singapore. You will resolve requests via phone and email, perform initial troubleshooting, and keep customers updated within SLA.

You will own cases, manage expectations, and escalate when needed while working in rotating shifts that cover early to late hours. A technical background in Windows, AD, and Office is preferred.