IT Desktop Support Engineer (12 hr Shift Based)

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

Job summary

ITCAN PTE. LIMITED is seeking a Desktop Support Engineer to provide first-line IT assistance across multiple locations.

You will resolve hardware and software issues, perform imaging and deployment tasks, and support Windows 10/11 and Office 365 users while adhering to IT standards and SLAs. The role requires 1 year of desktop support experience, an IT/Computing diploma or equivalent, and familiarity with ITSM processes and ticketing systems.

Qualifications

• 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 Windows 10/11 and Office 365.

Responsibilities

• Provide timely onsite and remote desktop support to end users across multiple locations.
• Receive, prioritize, troubleshoot, document, and resolve IT incidents and service requests within SLA timelines.
• Escalate unresolved issues to appropriate resolver groups or third-party vendors promptly.
• Perform desktop and laptop imaging and re-imaging to prepare devices for deployment or refresh.
• Support device deployment, replacement, and technology refresh projects to maintain up-to-date hardware.
• Conduct asset inventory verification and manage asset records accurately.
• Update and maintain incident and service request records in the ticketing system to ensure traceability.
• Create, update, and maintain clear work instructions, operational procedures, and technical documentation.
• Ensure compliance with IT policies, security standards, and operational procedures in daily tasks.
• Provide support for Microsoft Windows 10/11 and Microsoft Office 365 issues to maintain user productivity.
• Support users at different customer sites and locations as required to ensure consistent IT service.
• Participate in operational standby, shift rotations, and extended support coverage to meet business demands.
• Communicate effectively with team members, management, and end users to facilitate issue resolution.
• Prioritize tasks efficiently and work with urgency in a fast-paced environment to meet service goals.

Skills

Desktop support

Remote support

Ticketing systems

ITSM processes

Communication

Education

ITE or Diploma in IT/Computer Engineering

Tools

Windows 10/11

Office 365

Remote access tools

Job description

Job Summary

The Desktop Support Engineer provides first-line IT assistance to end users, resolving hardware and software issues promptly while ensuring compliance with IT standards and SLAs. The role supports multiple locations and participates in shift rotations to meet business needs.

Responsibilities

• Provide timely onsite and remote desktop support to end users across multiple locations
• Receive, prioritize, troubleshoot, document, and resolve IT incidents and service requests within SLA timelines
• Escalate unresolved issues to appropriate resolver groups or third-party vendors promptly
• Perform desktop and laptop imaging and re-imaging to prepare devices for deployment or refresh
• Support device deployment, replacement, and technology refresh projects to maintain up-to-date hardware
• Conduct asset inventory verification and manage asset records accurately
• Update and maintain incident and service request records in the ticketing system to ensure traceability
• Create, update, and maintain clear work instructions, operational procedures, and technical documentation
• Ensure compliance with IT policies, security standards, and operational procedures in daily tasks
• Provide support for Microsoft Windows 10/11 and Microsoft Office 365 issues to maintain user productivity
• Support users at different customer sites and locations as required to ensure consistent IT service
• Participate in operational standby, shift rotations, and extended support coverage to meet business demands
• Communicate effectively with team members, management, and end users to facilitate issue resolution
• Prioritize tasks efficiently and work with urgency in a fast-paced environment to meet service goals

Required competencies and certifications

• 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 and Microsoft Office 365

Preferred competencies and qualifications

• Knowledge of supporting desktops, laptops, printers, and related peripherals to troubleshoot hardware issues
• Familiarity with ticketing systems and ITSM processes to manage incident workflows
• Experience performing remote support using remote access tools to assist users offsite
• Knowledge of basic networking and troubleshooting concepts to resolve connectivity issues

Other Information

N/A