Service Desk Engineer

HELIUS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading IT solutions provider in Singapore is seeking a Helpdesk/Service Desk Engineer to act as a subject matter expert within the service desk team. The role includes providing first-level IT support for M365 environments, managing user accounts, and troubleshooting technical issues. Applicants should possess a diploma and have at least 2 years of experience in end-user support. Strong English communication skills and technical expertise in Microsoft applications are essential. The position offers a comprehensive compensation package including a bonus and allowances.

Benefits

Transport Claim $250

Completion Bonus

Qualifications

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

Responsibilities

• Provide support for M365 ecosystems such as Office, Outlook, Teams.
• Liaise with second-level support for product enhancements.
• Perform first-level troubleshooting and escalate as required.

Skills

End-user support

Microsoft 365 support

Technical troubleshooting

Customer communication

Education

Diploma

Tools

Microsoft Windows

Active Directory

VPN

macOS

Job description

Overview

Role: Helpdesk/ Service Desk Engineer

Role requires CAT 2A clearance

Job Summary

This role serves as the subject matter expert (SME) within the service desk team. The position acts as the go-to person for a specific product, application, or domain, while also providing first level IT support via phone and remote tools. The SME will also support and administer Microsoft 365 (M365) environments, including user account management, mailbox configuration, and issue resolution related to M365 applications and services.

Responsibilities

• Provide support, troubleshooting and administration for M365 (Microsoft) ecosystems such as Office, Outlook, Teams, OneDrive, SharePoint, Copilot, Intune etc
• Liaise with second-level support on product enhancements and train team members
• Update shared repository with changes in area of focus
• Provide First Call Resolution (FCR) technical support via phone and email - Perform first level troubleshooting and escalate to resolver groups as required
• Furnish timely updates to customers on issue status
• Maintain ownership of cases until closure with accurate documentation
• Manage customer expectations and escalate unusual surge issues to Team Lead
• Classify and prioritize incidents, tracking progress and updates

Qualifications

• Diploma with minimum 2 years of end-user support or service desk experience
• Proficient in spoken and written English - Strong technical skills in supporting desktops, notebooks, tablets, and smartphones
• Knowledge and experience of Windows OS, Active Directory, and M365 (Microsoft) ecosystems / applications

Preferred Attributes

• VPN and macOS support knowledge
• Good understanding of hardware and peripherals
• Experience in supporting WiFi and LAN connectivity

Familiar with

• M365 Admin Center (Users, Licenses, Service Health)
• Teams/SharePoint/Exchange Admin Centers
• Entra ID (Azure AD) – users, sign in logs (read), MFA settings - Intune portal – device/app basics

Certifications

• Microsoft 365 Certified: Fundamentals (MS 900) (strongly preferred)
• CompTIA A+ (preferred)

Responsibilities (Project-specific)

Provide M365-related incident management and support during transition or migration projects

Other information

• Mandatory Skills Microsoft Windows / CompTIA A+

Logistics

• Work Location: Island Wide Army Camp
• Assignment Duration: 1 Year
• Security Clearance: Cat 2a
• Working Hours: Monday to Friday (7.30am to 6.30pm) OR Monday to Friday (8am to 6pm) – project team will determine assignment
• Notice Period: 2 months

Compensation & Notices

• Claims: Transport Claim $250
• Allowance: Nil
• Bonus: Up to 1 month(s)
• Completion Bonus: Subjected to EC performance and recommendation by supervisor or another supervisor

If you are keen to explore the above role, please send across your updated resume to [e-mail] and we can discuss to proceed further.

EA Personnel Registration Number: R1112410

Singapore Employment Agency Licence No: 11C3373