Helpdesk Support Engineer

nSearch Global Pte Ltd.; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

nSearch Global Pte Ltd. is seeking an IT Helpdesk Support Engineer to provide Level 1 support for two systems and to respond to user inquiries in a timely manner.

The role involves collaborating with the system vendor, attending live tracing sessions, and ensuring RCA findings are properly implemented. The ideal candidate has at least 2 years in IT helpdesk, experience with Jira, and a strong focus on accurate documentation and user communication.

Qualifications

• At least 2 years in IT helpdesk or Level 1 support roles.
• Familiar with Jira tracking for incident handling and tracking.
• Experience updating user guides and functional specifications.

Responsibilities

• Provide Level 1 support for two systems and monitor responses.
• Attend to users’ enquiries and address issues promptly, escalating when needed.
• Join live tracing sessions with users and vendors for deeper investigation.
• Conduct clarification sessions with users and vendors as required.
• Review RCA reports with vendors to verify correct resolutions.
• Update user guides and specs to reflect current functionality.
• Provide additional administrative and operational support as required.

Skills

Customer support

Troubleshooting

Attention to detail

Communication

Tools

Jira

Remote debugging tools

Job description

Our client, one of Asia Pacific's leading organizations is looking for:

IT Helpdesk Support Engineer

Responsibilities

• Provide Level 1 support for two systems; Familiar with Jira tracking system for Level 1 Support for tracking and monitoring
• Attend to users' enquiries and provide timely responses; Attend to users' issues, ensure system responses are monitored and addressed promptly, and escalated technical challenges to the relevant parties where necessary
• Attend live tracing sessions with users and the system vendor on issues that require further investigation
• Provide clarification sessions (online/in-person) to users and the system vendor where required.
• Troubleshoot issues with the system vendor and review Root Cause Analysis (RCA) reports to assess whether resolutions have been correctly identified and applied
• Update and review documentation to ensure user guides and functional specifications are accurate and kept up to date promptly
• Provide other administrative and operational support as required

Requirements

• Minimum 2 years of experience in IT helpdesk or Level 1 technical support roles, attending to users' enquiries and issues
• Experience in using Jira tracking tool; Experience in troubleshooting IT system issues and working with system vendors on root cause analysis and resolution.
• Experience in reviewing and updating technical documentation such as user guides and functional specifications.
• Experience in supporting or participating in user engagement sessions, such as training, clarification, or community events.
• Experience in monitoring system responses and escalating technical challenges to the relevant stakeholders promptly.
• Meticulous and attention to details and able to work independently with minimal guidance; Able to work collaboratively with the various team members and engage with different stakeholders

EA License Number: 10C3636