HELPDESK & CONCIERGE ENGINEER

QUESSCORP SINGAPORE PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading IT service organization in Singapore is seeking a Subject Matter Expert (SME) in the Service Desk team. This role involves providing support for Microsoft 365 environments, delivering technical support via calls and remote tools, and managing incident ownership. Ideal candidates should have a diploma and at least 2 years of service desk experience, with strong skills in Microsoft Windows and the Microsoft 365 ecosystem. Certifications like MS-900 and CompTIA A+ are preferred.

Qualifications

• Minimum 2 years of end-user support or service desk experience.
• Strong technical skills supporting various devices.
• Hands-on experience with Windows OS and Microsoft 365.

Responsibilities

• Provide support and troubleshooting for Microsoft 365 ecosystems.
• Deliver First Call Resolution technical support.
• Classify, prioritize, and track incidents.

Skills

Microsoft Windows

English proficiency

Education

Diploma with minimum 2 years of end-user support

Tools

Microsoft 365 ecosystem

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+