Immediate Opening - Desktop Engineer - Shift Based

ITCAN PTE. LIMITED; Singapore; Hybrid; SGD 42,000 - 54,000; Full time

Job summary

ITCAN PTE. LIMITED is seeking a Desktop Support Engineer to be the first point of contact for end users requiring IT assistance. The role covers onsite and remote support, resolving hardware/software issues, and ensuring SLA compliance across multiple locations.

The candidate will participate in rotational shift coverage to meet business operational requirements and support daily IT operations. Minimum 1 year of desktop support experience and strong Windows/Office 365 skills are required.

Qualifications

• Minimum ITE or Diploma qualification in Information Technology, Computer Engineering, or related discipline.
• Minimum 1 year of desktop support or IT helpdesk experience.
• Experience with Windows 10/11 and Office 365.

Responsibilities

• Provide onsite and remote desktop support to end users.
• Receive, troubleshoot, and resolve incidents and service requests within SLA timelines.
• Escalate unresolved incidents to appropriate resolver groups or third-party vendors.

Skills

Desktop support

Windows 10/11

Office 365

Remote support

ITSM processes

Ticketing systems

Customer service

Printer support

Communication

Education

ITE/diploma in IT

Tools

Remote access tools

ITSM software

Job description

Primary Purpose

The Desktop Support Engineer serves as the first pointof contact for end users requiring IT assistance. The role is responsible forproviding timely and effective desktop support services, resolvinghardware/software issues, and ensuring compliance with IT operational standardsand service level agreements (SLAs).

The engineer will support daily IT operations acrossmultiple locations and participate in rotational shift coverage to supportbusiness operational requirements.

Key Responsibilities

• Provide onsite and remote desktop support services to end users
• Receive, prioritize, troubleshoot, document, and resolve end-user incidents and service requests within agreed SLA timelines
• Escalate unresolved incidents to appropriate resolver groups or third-party vendors where necessary
• Perform desktop/laptop imaging and re-imaging activities
• Support device deployment, replacement, and technology refresh exercises
• Conduct asset inventory verification and asset management activities
• Update and maintain accurate incident and service request records within the ticketing system
• Create, update, and maintain work instructions, operational procedures, and technical documentation
• Ensure compliance with IT policies, security standards, and operational procedures
• Provide support for Microsoft Windows and Microsoft Office 365 related issues
• Support users across different customer sites and locations as required
• Participate in operational standby, shift rotations, and extended support coverage when required

Requirements

Education & Experience

• Minimum ITE or Diploma qualification in Information Technology, Computer Engineering, or related discipline
• Minimum 1 year of experience in desktop support or IT helpdesk environment
• Minimum 1 year of hands-on experience supporting:
• Microsoft Windows 10/11
• Microsoft Office 365

Technical Skills

• Demonstrated knowledge in supporting desktops, laptops, printers, and related peripherals
• Familiarity with ticketing systems and ITSM processes is preferred
• Experience performing remote support using remote access tools will be advantageous
• Knowledge of basic networking and troubleshooting concepts is preferred

Communication & Soft Skills

• Clear spoken and written English communication skills
• Good interpersonal and customer service skills
• Strong coordination and organizational abilities
• Ability to prioritize tasks effectively and work with urgency in a fast-paced environment
• Ability to communicate effectively with team members, management, and end users