IT Helpdesk Engineer - Jira & RCA Champion

NSEARCH GLOBAL PTE. LTD.; Singapore; Presencial; SGD 42.000 - 64.000; Jornada completa

Descripción de la vacante

NSEARCH GLOBAL PTE. LTD. in Singapore is seeking an IT Helpdesk Support Engineer to deliver Level 1 support for two systems and monitor system responses using Jira. You will address user inquiries, participate in live tracing with vendors, and escalate complex issues when needed.

You will also conduct clarification sessions, review RCA findings, and ensure user guides and functional specifications stay up to date. Administrative support is also part of the role.

Formación

• Minimum 2 years of experience in IT helpdesk or Level 1 support.
• Experience using Jira for tracking and issue management.
• Experience in reviewing and updating technical documentation.
• Experience in user engagement sessions such as training or clarification.
• Experience in monitoring system responses and escalating issues promptly.
• Meticulous with strong attention to detail and ability to work independently.

Responsabilidades

• Provide Level 1 IT helpdesk support for two systems and track with Jira.
• Attend to users' inquiries and issues, respond promptly and escalate when necessary.
• Join live tracing sessions with users and system vendor for investigation.
• Conduct clarification sessions online or in-person as required.
• Review RCA reports with the system vendor to ensure resolutions are applied.
• Update and review documentation to keep user guides and specs current.
• Provide other administrative and operational support as required.

Conocimientos

Customer support

Communication

Team collaboration

Documentation

Herramientas

Jira

Descripción del empleo

NSEARCH GLOBAL PTE. LTD. in Singapore is seeking an IT Helpdesk Support Engineer to deliver Level 1 support for two systems and monitor system responses using Jira. You will address user inquiries, participate in live tracing with vendors, and escalate complex issues when needed.

You will also conduct clarification sessions, review RCA findings, and ensure user guides and functional specifications stay up to date. Administrative support is also part of the role.