Immediate Opening - IT support / Desktop Engineer (Normal shift)

ITCAN PTE. LIMITED; Singapore; Hybrid; SGD 36,000 - 60,000; 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 involves delivering timely desktop support, resolving hardware/software issues, and ensuring SLA compliance across multiple locations in Singapore.

You will perform device imaging, deployment, asset management, and maintain documentation, while supporting Windows 10/11 and Office 365. Shift rotations and on-site/remote support are part of the responsibilities.

Qualifications

• Minimum ITE or Diploma in Information Technology, Computer Engineering or related discipline.
• 1 year of experience in desktop support or IT helpdesk environment.
• Hands-on experience supporting Windows 10/11 and Office 365 is preferred.

Responsibilities

• Provide onsite and remote desktop support to end users.
• Troubleshoot and resolve incidents within SLA timelines; document and track requests.
• Escalate complex issues to appropriate groups or vendors when needed.
• Perform imaging, deployment, and refresh of devices.
• Maintain asset inventory and update records in ticketing system.
• Create and maintain technical documentation and work instructions.
• Ensure compliance with IT policies and security standards.
• Assist across multiple customer sites and participate in shift rotations.

Skills

Desktop support

Windows 10/11

Office 365

IT helpdesk

Asset management

Education

ITE or Diploma in IT

Job description

Job Description & Requirements

The Desktop Support Engineer serves as the first point of contact for end users requiring IT assistance. The role is responsible for providing timely and effective desktop support services, resolving hardware/software issues, and ensuring compliance with IT operational standards and service level agreements (SLAs). The engineer will support daily IT operations across multiple locations and participate in rotational shift coverage to support business 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 (added advantage)