Helpdesk Engineer

CANADIAN INTERNATIONAL SCHOOL PTE LTD; Singapore; On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is looking for a motivated Helpdesk Engineer to join their dynamic team. In this role, you'll provide essential technical support to end-users, ensuring smooth operations across various platforms including Google Workspace, Apple devices, and Windows environments. Your expertise will help troubleshoot and resolve issues, manage user accounts, and maintain documentation. This position is perfect for someone eager to grow in a collaborative environment while enhancing their technical skills. If you're passionate about customer service and technology, this opportunity is for you!

Qualifications

• 1-3 years of helpdesk or technical support experience required.
• Familiarity with Google Workspace, Apple devices, and Windows environments.

Responsibilities

• Provide first and second-level technical support to end-users.
• Troubleshoot hardware, software, and network-related issues.

Skills

Technical Support

Google Workspace

Apple iPads

MacBooks

Windows environments

Networking concepts

Education

Diploma in Information Technology

Bachelor’s degree (preferred)

Tools

Zendesk

Google Workspace Admin Console

MDM solutions

Job description

Key accountability (Main purpose of this job):

We are seeking a motivated and customer-focused Helpdesk Engineer with 1-3 years of experience to provide technical support and troubleshooting assistance to end-users. The ideal candidate will have experience or a willingness to work with Google Workspace, Apple iPads, MacBooks, and Windows environments.

Responsibilities (Key areas of Responsibilities):

Technical Support:

• Provide first and second-level technical support to end-users via phone, email, chat, ZOOM Meeting or in-person.
• Troubleshoot and resolve hardware, software, and network-related issues across Google Workspace, Apple iPads, MacBooks, and Windows devices.
• Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other peripherals.

Incident Management:

• Log, track, and resolve support tickets using a ticketing system (e.g, Zendesk).
• Escalate complex issues to senior engineers or relevant teams as needed.
• Ensure timely resolution of issues while meeting SLAs (Service Level Agreements).

User Account Management:

• Assist with user account creation, modification, and deletion in Google Workspace Admin Console, Active Directory, or other systems.
• Reset passwords and troubleshoot login issues across multiple platforms.

Software and System Maintenance:

• Install, configure, and update software applications on Windows, macOS, and iPadOS devices.
• Perform basic server and network troubleshooting.
• Assist with patch management and system updates across all platforms.

Google Workspace Support:

• Provide support for Google Workspace applications (Gmail, Google Drive, Google Meet, Google Calendar, etc.).
• Assist with user onboarding, email configuration, and collaboration tool setup.
• Troubleshoot and resolve issues related to Google Workspace services.

Apple Device Support:

• Configure and troubleshoot Apple iPads and MacBooks for end-users.
• Assist with Apple ID management, app installations, and device enrollment in MDM (Mobile Device Management) solutions.
• Provide support for macOS and iPadOS-related issues.

Windows Environment Support:

• Troubleshoot and resolve issues related to Windows operating systems (Windows11).
• Assist with software installations, driver updates, and hardware diagnostics on Windows devices.

Documentation and Knowledge Sharing:

• Create and update technical documentation, FAQs, and knowledge base articles.
• Train end-users on basic IT procedures and tools across all platforms.

Customer Service:

• Maintain a professional and courteous demeanor when interacting with users.
• Follow up with users to ensure issues are fully resolved and satisfaction is achieved.

Collaboration:

• Work closely with other IT teams to resolve cross-functional issues.
• Participate in team meetings and contribute to process improvements.

Requirements:

Education:

• Diploma in Information Technology, Computer Science, or a related field (or equivalent experience).
• Bachelor’s degree is a plus but not required.

Experience:

• 1-3 years of experience in a helpdesk or technical support role (fresh graduates with relevant internships or certifications will also be considered).
• Experience or willingness to work withGoogle Workspace,Apple iPads,MacBooks, andWindows environments.
• Familiarity withWindows 11,macOS, andiPadOS.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, etc.).

Certifications (Preferred but Not Required):

• CompTIA A+, Network+,
• Google Workspace certification (e.g., Google Workspace Administrator).
• Apple Certified Support Professional (ACSP) or equivalent.