IT Helpdesk/Call centre agent

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 27,000 - 45,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE. LTD. is seeking a frontline IT support professional to respond to incidents, requests, enquiries, and alerts across multiple channels.

You will provide Level 1 troubleshooting for Workplace, Server, Network, M365, SASE, and POS systems, while monitoring overall system performance and security events. This on-site role requires a 12-hour rotating shift schedule. Responsibilities include logging and escalating incidents to Resolver Teams, maintaining records in the Service

Qualifications

• High school diploma or equivalent.
• IT support experience or knowledge is an advantage.
• Willing to work 12-hour rotating shifts.

Responsibilities

• Respond to incidents, requests, enquiries, and alerts via Call, Email, Web Chat, EUP, IVR, and monitoring consoles.
• Provide Level 1 troubleshooting for Workplace, Server, Network, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems.
• Monitor security events, server/network availability, and system performance.
• Perform password resets and account unlocks.
• Log, manage, and elevate incidents to the appropriate Resolver Teams.
• Maintain accurate records in the Service Management System.
• Provide timely updates and ensure cases are resolved within SLA.
• Follow Standard Operating Procedures (SOPs) and perform daily operational tasks.

Skills

IT support experience

Education

High school diploma or equivalent

Job description

• Respond to incidents, requests, enquiries, and alerts via Call, Email, Web Chat, EUP, IVR, and monitoring consoles.

• Provide Level 1 troubleshooting for Workplace, Server, Network, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems.

• Monitor security events, server/network availability, and system performance.

• Perform password resets and account unlocks.

• Log, manage, and elevate incidents to the appropriate Resolver Teams.

• Maintain accurate records in the Service Management System.

• Provide timely updates and ensure cases are resolved within SLA.

• Follow Standard Operating Procedures (SOPs) and perform daily operational tasks.

Requirements:

• High school diploma or equivalent.

• IT support experience or knowledge is an advantage.

• Willing to work 12-hour rotating shifts.