Helpdesk Support Engineer

USER Experience Researchers; Singapore; On-site; SGD 48,000 - 60,000; Full time

Job summary

A technology company in Singapore is seeking a dedicated IT Support Specialist to join its team. This role involves ensuring seamless operations within the IT infrastructure and providing exceptional support to end-users. Ideal candidates will have experience in IT support, strong knowledge of Windows operating systems, and excellent customer service skills. This position offers a dynamic work environment with opportunities for professional growth.

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 knowledge

Network troubleshooting (LAN/WiFi)

Customer service orientation

Problem-solving skills

Communication skills

Education

Diploma or degree in Information Technology or related field

Tools

Trend Micro

ITSM platforms

Windows 11

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