IT Helpdesk Engineer

GOLDTECH RESOURCES PTE LTD; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

GOLDTECH RESOURCES PTE LTD is looking for a proactive IT Helpdesk Engineer to provide first-line technical support in Singapore. This role ensures seamless end-user experience and rapid incident resolution.

Candidates should have strong troubleshooting skills in Windows environments and experience in Microsoft 365. The position is open to those with 1 to 3 years of IT support experience or fresh graduates with strong technical aptitude.

Qualifications

• Minimum 1 to 3 years of service desk or IT support experience.
• Fresh graduates with strong technical aptitude are welcome to apply.

Responsibilities

• Provide L1 and L2 technical support for desktops, laptops, and business applications.
• Diagnose and resolve issues related to Windows, Microsoft 365, and network connectivity.
• Manage incident and service request tickets via ITSM tools.

Skills

Troubleshooting in Windows 10 and 11

Microsoft 365 support

Basic network knowledge (LAN, WAN, DNS, VPN)

Experience with ITSM platforms (ServiceNow, Remedy)

Active Directory knowledge

Support for hardware and mobile devices

Education

Diploma or degree in Information Technology or related discipline

Job description

Job Summary

We are seeking a proactive and customer‑centric IT Helpdesk Engineer to deliver first-line technical support across enterprise IT environments. This role is the frontline of IT service excellence, ensuring seamless end-user experience, rapid incident resolution, and strict SLA performance.

Key Responsibilities

• Provide L1 and L2 technical support for desktops, laptops, mobile devices, and business applications
• Diagnose and resolve issues related to Windows, Microsoft 365, email, VPN, printers, and network connectivity
• Manage incident and service request tickets via ITSM tools with full documentation
• Perform user account administration in Active Directory and Azure AD
• Support onboarding, offboarding, and asset deployment activities
• Escalate complex technical issues to infrastructure and application teams
• Maintain strong communication with users on ticket status and resolution progress
• Ensure compliance with security, audit, and operational procedures
• Participate in shift rotation and standby support when required

Required Technical Skills

• Strong troubleshooting experience in Windows 10 and 11 environments
• Hands‑on exposure to Microsoft 365, Outlook, Teams, and OneDrive
• Basic network knowledge including LAN, WAN, DNS, and VPN
• Familiarity with ITSM platforms such as ServiceNow, Remedy, or equivalent
• Basic knowledge of Active Directory and endpoint management tools
• Experience supporting hardware, printers, and mobile devices

Qualifications and Experience

• Diploma or degree in Information Technology or related discipline
• Minimum 1 to 3 years of service desk or IT support experience
• Fresh graduates with strong technical aptitude are welcome to apply

Core Competencies

• Strong customer service and communication skills
• High sense of ownership and accountability
• Ability to thrive in fast-paced support environments
• Structured problem solving and documentation discipline
• Team-oriented with strong learning agility