IT Helpdesk Engineer — Fast, User-Focused Support

ITCAN PTE. LIMITED; Singapore; On-site; SGD 32,000 - 52,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore seeks a skilled Technical Helpdesk Engineer to provide Level 1 IT support to end users, diagnosing hardware, software, and network issues to ensure timely incident resolution.

You will handle user accounts in Active Directory and Entra ID, assist onboarding/offboarding, and document steps in the ITSM system while aiming for First Call Resolution.

The role emphasizes strong customer service, effective communication, and adherence to security policies and SLAs.

Qualifications

• Proven ability to provide end-user IT support.
• Familiarity with incident management and SLAs.
• Experience with Microsoft 365 and Windows OS.
• Experience with Active Directory and user provisioning.

Responsibilities

• Provide first-level technical support to end users via phone, email, and ticketing systems.
• Diagnose and troubleshoot desktop, laptop, printer, software, and network issues.
• Support Windows OS, Office 365, Outlook, Teams, and other enterprise apps.
• Manage user accounts and access using AD and Entra ID.
• Log, track, and resolve incidents within SLAs and aim for First Call Resolution.
• Install and maintain IT hardware, software, and peripherals.
• Assist with onboarding/offboarding and equipment provisioning.
• Ensure security policies and procedures are followed.

Skills

Customer service

Troubleshooting

Communication

Ticketing

Tools

Windows 10/11

Office 365

Active Directory

DNS/DHCP

VPN

Wi‑Fi

TCP/IP

Remote desktop tools

ServiceNow

Jira Service Management

ManageEngine

Job description

ITCAN PTE. LIMITED in Singapore seeks a skilled Technical Helpdesk Engineer to provide Level 1 IT support to end users, diagnosing hardware, software, and network issues to ensure timely incident resolution.

You will handle user accounts in Active Directory and Entra ID, assist onboarding/offboarding, and document steps in the ITSM system while aiming for First Call Resolution.

The role emphasizes strong customer service, effective communication, and adherence to security policies and SLAs.