IT Operations Support Engineer

NSEARCH GLOBAL PTE. LTD.; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

NSEARCH GLOBAL PTE. LTD. seeks an IT Operations Support Engineer in Singapore to provide frontline user support and ensure system responses are monitored and issues escalated promptly.

The role involves troubleshooting IT system issues with vendors, updating technical documentation, and participating in user-engagement sessions, UAT, and training to drive enhancements.

Qualifications

• 3+ years of IT helpdesk or Level 1 support experience.
• Experience attending to users' enquiries and issues.
• Experience reviewing RCA reports with vendors.
• Experience updating user guides and functional specs.
• Experience in user engagement sessions, training, or community events.

Responsibilities

• Attend to users' enquiries and provide timely responses.
• Attend to users' issues, monitor system responses, and escalate promptly.
• Join live tracing sessions with users and vendor for investigations.
• Provide clarification sessions (online/in-person) to users and vendor.
• Troubleshoot IT system issues with vendors and review RCA reports.
• Update and review documentation to keep user guides current.

Skills

Customer support

Communication

Time management

Team coordination

Education

Bachelor's degree

Tools

Jira

Job description

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

IT Operations Support Engineer

Responsibilities:

• Attend to users' enquiries and provide timely responses.
• Attend to users' issues, ensure system responses are monitored and addressed promptly, and escape 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.
• Support Community events by collecting feedback and queries raised during the event and update the Product Owner accordingly. This includes participation in regular sessions (e.g. fortnightly or monthly) with a group of users to review and discuss system enhancements.
• Support any related briefing sessions/UAT/Testing with users. This includes taking notes, collecting feedback, providing support to users on queries raised.

Requirements:

• Degree holder with more than 3 years of working experience
• Minimum 1 to 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.