Helpdesk Engineer

CANADIAN INTERNATIONAL SCHOOL PTE LTD; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

CANADIAN INTERNATIONAL SCHOOL PTE LTD in Singapore is seeking a motivated Helpdesk Engineer with 1-3 years of experience to provide technical support to students and staff across Google Workspace, Apple iPads, MacBooks, and Windows devices.

You will troubleshoot issues, manage user accounts, maintain software and devices, and ensure SLAs are met while delivering friendly customer service. This role requires strong collaboration with IT teams and a willingness to learn.

Qualifications

• Diploma in IT or related field required or equivalent experience.
• 1-3 years in a helpdesk or technical support role.
• Experience with Google Workspace, iPads, MacBooks and Windows environments.

Responsibilities

• Provide first and second-level technical support to end-users via phone, email, chat, Zoom or in-person.
• Troubleshoot hardware, software, and network issues across Google Workspace, Apple iPads, MacBooks and Windows devices.
• Assist with setup, configuration and maintenance of desktops, laptops, printers and peripherals.
• Log, track and resolve tickets using a ticketing system (e.g., Zendesk).
• Escalate complex issues to senior engineers and meet SLAs.
• 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.
• Install, configure and update software on Windows, macOS and iPadOS.
• Provide Google Workspace and Apple device support, including onboarding and configuration.
• Support Windows environment with troubleshooting and driver updates.
• Create and update technical documentation and train end-users.
• Maintain professionalism and follow up to ensure issue resolution.
• Collaborate with IT teams and participate in process improvements.

Skills

Customer service

Technical support

Troubleshooting

Google Workspace

Apple iPads

MacBooks

Windows environments

DNS basics

Education

Diploma in Information Technology

Bachelor's degree not required (plus)

Tools

Zendesk

Google Workspace Admin Console

Active Directory

MDM

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.