Helpdesk Support Engineer

-; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

An organisation in Singapore is seeking a dedicated IT Support Specialist to ensure seamless technology operations. This role requires expertise in managing end-user computing devices, network infrastructure, and providing excellent customer service while supporting multiple locations. Ideal candidates will have a diploma in IT or Computer Science and 2-3 years of relevant experience, particularly with Windows 11. The position emphasizes strong communication skills and the ability to adapt to changing technology environments.

Qualifications

• Minimum 2-3 years of experience in IT support or helpdesk roles.
• Strong knowledge of Windows operating systems, particularly Windows 11.
• Familiarity with ITSM platforms and ticketing systems.

Responsibilities

• Maintain and support end-user computing devices and network infrastructure.
• Provide comprehensive helpdesk support through multiple channels.
• Create clear technical documentation and user manuals.

Skills

Windows operating systems

Network troubleshooting (LAN/WiFi)

Customer service

Documentation

Problem-solving

Education

Diploma or degree in Information Technology or related field

Tools

ITSM platforms

Trend Micro

Job description

Position Overview

We are seeking a dedicated IT Support Specialist to join our team and ensure seamless technology operations across our organisation. This role combines technical expertise with excellent customer service skills to support end-users and maintain critical IT infrastructure across multiple locations on Sentosa Island.

Key Responsibilities

Infrastructure & Network Support

• Maintain and support end-user computing devices (EUCDs) and network infrastructure, including LAN and WiFi systems.
• Oversee back-end server operations to ensure optimal performance and reliability across all locations.

Security Management

• Administer and manage anti-virus solutions, specifically Trend Micro and Apex One Office Scan systems.
• Ensure all IT systems remain current with security patches for Windows, Intel drivers, and applications to maintain organisational security standards.

Service Desk Operations

• Provide comprehensive helpdesk support through multiple channels including email, IT hotline, walk-in requests, and both onsite and remote assistance.
• Maintain detailed logs of all incidents and support requests whilst ensuring timely resolution through our ITSM platform.

Technical Support & Deployment

• Manage front-end client systems running Windows 11 and other operating systems, including imaging, deployment, and troubleshooting.
• Provide technical assistance for hardware and software setup, configuration, and problem resolution.

Asset & Vendor Management

• Maintain accurate IT asset management records, including asset tagging and proper disposal of equipment.
• Coordinate with vendors for system setup, repairs, and maintenance activities whilst logging all cases appropriately.

Documentation & Reporting

• Create clear technical documentation and user manuals with step-by-step instructions.
• Maintain work-in-progress reports and ensure all activities are properly documented for knowledge sharing and compliance purposes.

Additional Support

• Configure and support online video conferencing systems to facilitate effective communication across the organisation.
• Undertake other duties as assigned by the IT Supervisor to support overall departmental objectives.

Required Qualifications

• Diploma or degree in Information Technology, Computer Science, or related field.
• Minimum 2-3 years of experience in IT support or helpdesk roles.
• Strong knowledge of Windows operating systems, particularly Windows 11.
• Experience with network troubleshooting (LAN/WiFi).
• Familiarity with ITSM platforms and ticketing systems.
• Knowledge of anti-virus management systems (Trend Micro preferred).
• Understanding of hardware and software troubleshooting methodologies.

Preferred Qualifications

• Professional certifications (CompTIA A+, Network+, or Microsoft certifications).
• Experience with server administration.
• Knowledge of video conferencing systems.
• Asset management system experience.
• Previous experience in government or public sector environments.

Key Competencies

• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal abilities.
• Customer service orientation with focus on user satisfaction.
• Ability to work independently and manage multiple priorities.
• Attention to detail and commitment to documentation.
• Willingness to travel between multiple office locations.
• Adaptability to changing technology environments.