IT Helpdesk Engineer – First-Line Support & Troubleshooting

ITCAN PTE. LIMITED; Singapore; On-site; SGD 30,000 - 48,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore is seeking a detail-oriented technical support specialist to provide first-level assistance via phone and email. You will troubleshoot incidents, escalate where needed, and keep customers informed as issues move toward resolution.

Ideal candidates will manage SLAs, maintain clear case documentation, and communicate effectively with customers and internal teams. This role focuses on timely, accurate responses to inquiries and support for a diverse customer base.

Qualifications

• Experience providing first-level technical support.
• Familiar with incident escalation and meeting SLAs.
• Strong written and verbal communication skills.

Responsibilities

• Deliver First Call Resolution (FCR) technical support via phone and email.
• Perform first-level troubleshooting on reported incidents.
• Escalate unresolved incidents to second-level groups per instructions.
• Maintain ownership of cases and track progress until resolution.
• Provide timely updates to customers within SLAs.
• Inform Team Lead of unusual surges in volume or incident types.
• Classify and prioritize incidents to enable efficient workflows.
• Track resolution progress and communicate follow-up actions.

Skills

FCR

Troubleshooting

Phone support

Email support

Communication

Job description

ITCAN PTE. LIMITED in Singapore is seeking a detail-oriented technical support specialist to provide first-level assistance via phone and email. You will troubleshoot incidents, escalate where needed, and keep customers informed as issues move toward resolution.

Ideal candidates will manage SLAs, maintain clear case documentation, and communicate effectively with customers and internal teams. This role focuses on timely, accurate responses to inquiries and support for a diverse customer base.