HELPDESK & CONCIERGE ENGINEER

QUESSCORP SINGAPORE PTE. LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading tech firm in Singapore is seeking a Subject Matter Expert (SME) for their Service Desk team. This role involves providing technical support and administration for Microsoft 365 environments, acting as the primary contact for IT support via phone and remote tools. Candidates should have a diploma and a minimum of 2 years of end-user support experience. Key responsibilities include troubleshooting, incident management, and maintaining documentation, with a focus on providing exceptional service to customers.

Qualifications

• Minimum 2 years of end-user support or service desk experience.
• Proficient in spoken and written English.
• Strong technical skills supporting desktops, notebooks, tablets, and smartphones.

Responsibilities

• Provide support, troubleshooting, and administration for M365 ecosystems.
• Deliver First Call Resolution (FCR) technical support via phone and email.
• Perform first-level troubleshooting and escalate issues when required.

Skills

Microsoft Windows

CompTIA A+

End-user support

Technical support

Spoken and written English

Education

Diploma with minimum 2 years of support or service desk experience

Tools

Microsoft 365 applications

Windows OS

Active Directory

Job description

Job Summary

• Subject Matter Expert (SME) within the Service Desk team for a designated product, application, or technology domain

• Acts as the primary point of contact for first-level IT support via phone and remote tools

• Provides administration and support for Microsoft 365 (M365) environments, including user accounts, mailboxes, and M365 applications

Core Responsibilities

• Provide support, troubleshooting, and administration for Microsoft 365 ecosystems, including:

  • Office, Outlook, Teams, OneDrive, SharePoint, Copilot, Intune

• Deliver First Call Resolution (FCR) technical support via phone and email

• Perform first-level troubleshooting and escalate issues to appropriate resolver groups when required

• Maintain ownership of incidents through closure with accurate documentation

• Classify, prioritize, and track incidents, ensuring timely updates and resolution

• Communicate timely and clear status updates to customers

• Manage customer expectations and escalate surge or critical issues to the Team Lead

• Liaise with second-level support teams on product issues and enhancements

• Train and support team members within area of SME focus

• Update and maintain shared knowledge repositories with changes and best practices

Project-Specific Responsibilities

• Provide M365 incident management and technical support during transition or migration projects

Essential Qualifications

• Diploma with minimum 2 years of end-user support or service desk experience

• Proficient in spoken and written English

• Strong technical skills supporting:

  • Desktops, notebooks, tablets, and smartphones

• Hands-on experience with:

  • Windows OS

  • Active Directory

  • Microsoft 365 ecosystem and applications

Preferred Attributes

• Knowledge of VPN and macOS support

• Good understanding of hardware and peripherals

• Experience supporting Wi-Fi and LAN connectivity

• Familiarity with:

  • M365 Admin Center (users, licenses, service health)

  • Teams, SharePoint, and Exchange Admin Centers

  • Entra ID (Azure AD): user management, sign-in logs (read), MFA settings

  • Intune portal: device and application management basics

Certifications

• Microsoft 365 Certified: Fundamentals (MS-900) – strongly preferred

• CompTIA A+ – preferred

Mandatory Skills

• Microsoft Windows

• CompTIA A+