IT / Helpdesk Support Engineer

NSEARCH GLOBAL PTE. LTD.; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer support

Communication

Team collaboration

Documentation

Tools

Jira

Job description

Our client, one of Asia-Pacific’s leading organizations is looking for:

IT Helpdesk Support Engineer

Responsibilities:

• Provide Level 1 support for two systems; Familiar with Jira tracking system for Level 1 Support for tracking and monitoring
• Attend to users' enquiries and provide timely responses; Attend to users' issues, ensure system responses are monitored and addressed promptly, and escalated technical challenges to the relevant parties where necessary
• Attend live tracing sessions with users and the system vendor on issues that require further investigation
• Provide clarification sessions (online/in-person) to users and the system vendor where required.
• Troubleshoot issues with the system vendor and review Root Cause Analysis (RCA) reports to assess whether resolutions have been correctly identified and applied.
• Update and review documentation to ensure user guides and functional specifications are accurate and kept up to date promptly
• Provide other administrative and operational support as required

Requirements:

• Minimum 2 years of experience in IT helpdesk or Level 1 technical support roles, attending to users' enquiries and issues
• Experience in using Jira tracking tool; Experience in troubleshooting IT system issues and working with system vendors on root cause analysis and resolution
• Experience in reviewing and updating technical documentation such as user guides and functional specifications
• Experience in supporting or participating in user engagement sessions, such as training, clarification, or community events
• Experience in monitoring system responses and escalating technical challenges to the relevant stakeholders promptly
• Meticulous and attention to details and able to work independently with minimal guidance; Able to work collaboratively with the various team members and engage with different stakeholders

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