IT Helpdesk Engineer (East) - PS-CY023

ALPHAEUS PTE. LTD.; Singapore; On-site; SGD 28,000 - 40,000; Full time

Benefits offered by this job

Shift allowance*

Performance Bonus*

CompTIA certificate sponsorship*

Standard Insurance coverage

Job summary

ALPHAEUS PTE. LTD. is hiring for a 1-year contract IT Helpdesk role in Singapore.

You will provide first-call technical support via phone and email, perform initial troubleshooting, and escalate as needed. The role requires ownership of cases, timely customer updates, and adherence to service-level targets. The position involves 12-hour shift rotations with two days on, two days off, and may include shift allowances and performance-based bonuses as per the benefits.

Qualifications

• Minimum Higher Nitec in IT-related fields.
• At least 1 year of end-user support or service desk experience.
• Familiarity with Windows OS, Active Directory, MS Outlook, and mobile devices.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email and ensure calls and emails are answered promptly.
• Perform first level troubleshooting on reported incidents and escalate to 2nd level resolver groups as per work instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within the targeted Service Level.
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate information.
• Manage customer expectations and notify the Team Lead in the event of unusual surge in calls of a specific nature.
• Handle initial classification/prioritization of incidents; track progress and provide regular updates for follow-up actions and incident status.

Education

Higher Nitec in IT related fields

Tools

Windows OS

Active Directory

MS Outlook

Mobile devices support

Job description

Benefits:

• Standard Insurance coverage
• Shift allowance*
• Performance Bonus*
• CompTIA certificate sponsorship*

*Subject to T&C

Contract duration:

• 1 year, renewable subject to performance

Responsibilities :

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly
• Perform first level troubleshooting on all reported incidents and escalat incidents to 2nd level resolver groups as per work instructions
• Furnish and submit timely updates to customers on the status of outstanding issues within the targeted Service Level
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
• Manage customer expectations and notify the Team Lead in the event of unusual surge in calls of a specific nature
• Handle initial classification/prioritization of the incidents. Track the progress of resolution and provide regular updates for follow up actions and incident status.

Requirement :

• Min Higher Nitec in IT related fields
• Min 1 year End user support experience, Desktop or Technical Service Desk. Customer Service
• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support.

• Working hours: 12-hour shift; Rotation of 2 days’ work and 2 days’ rest

OR

• Core rotating shift: Monday to Friday: 8.5 hours. Day shift between 1 pm – 10:30 pm. Night shift between 10:30 pm to 8 am.