IT Desktop Support Technician - Singapore

Sky Systems, Inc. (SkySys); Singapore; On-site; SGD 33,000 - 56,000; Full time

Job summary

Sky Systems, Inc. (SkySys) is seeking an onsite support engineer to manage End User Computing devices and assist staff on site. You'll resolve incidents, manage IMAC requests, and ensure compliance with SLAs while coordinating with vendors for hardware replacements.

The role requires 2–5 years of IT support experience, familiarity with ITIL concepts, and hands-on work with SCCM and deployment tools. Strong communication and teamwork are essential for success.

Qualifications

• Minimum 2 to 5 years of IT Support/ Desktop Support experience.
• Basic IT industry experience and understanding of ITIL concepts.
• Experience with OS/peripherals troubleshooting and inventory management.
• Familiarity with Service NOW ticketing and SLA adherence.
• Experience with hardware/software installation and deployment tools like SCCM.
• Experience supporting mobile devices (iPhone, iPad, Android).
• Ability to work independently and in a team.

Responsibilities

• Provide technical support for End User Computing devices on site for office staff.
• Lead incident resolution, problems, requests to achieve high service levels.
• Ensure tickets are updated on time and meet SLAs.
• Handle IMAC requests using Service NOW; assist with inventory updates.
• Perform hardware/software installation and deployment (SCCM/Auto Pilot).
• Manage desktop/laptop/printer support and AV support for events.
• Deploy images and manage asset lifecycle; upgrade devices.
• Coordinate with vendors for hardware/spare replacements.
• Support video conferencing (MTR) and room setup.
• Maintain data integrity in OneDrive/Office 365 and asset inventory.
• Provide strong customer service to internal IT teams and business partners.

Skills

ITIL knowledge

ServiceNow

SCCM/Intune deployment

End user communication

Vendor coordination

Troubleshooting hardware/software

Photon/Microsoft Teams Room (MTR)

Tools

ServiceNow

SCCM

Auto Pilot

MTR (Microsoft Teams Room)

McAfee Cortex XDR

Job description

The onsite support engineer will provide technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

Operation Roles and Responsibilities

Minimum 2 to 5 years of IT Support / Desktop Support experience required

• Basic experience in IT industry
• Good Understanding of ITIL concept & Service Now
• Computer OS/Peripherals troubleshooting. Asset/Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware/Software installation (understanding of deployment tools like SCCM)
• Desktop/ Laptop/Network Printers Management.
• Basic AV support for conference room& internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• Laptop AV/endpoint security Management for Mcafee, Cortex XDR.
• User Data Management (OneDrive, Office 365)
• Refresh of old asset from windows 7 to windows 10.
• MTR Video conference support for meeting room and events.
• Vendor coordination for hardware/spare replacement
• Support Queue Management to avoid and SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, elevate to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.
• Ability to work independently and in a team environment.