IT Helpdesk Engineer — First-Line Support Pro

ALPHAEUS PTE. LTD.; Singapore; Sur place; SGD 28 000 - 40 000; Plein temps

Avantages offerts par ce poste

Shift allowance*

Performance Bonus*

CompTIA certificate sponsorship*

Standard Insurance coverage

Résumé du poste

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.

Responsabilités

• 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.

Formation

Higher Nitec in IT related fields

Outils

Windows OS

Active Directory

MS Outlook

Mobile devices support

Description du poste

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.