IT Support Engineer

RICOH (SINGAPORE) PTE LTD; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

RICOH (SINGAPORE) PTE LTD is seeking an IT Support professional to provide end-user support across hardware, software, and network issues. The role involves daily operations like PC setup, software deployment, and IT asset management, with escalation to Level 2 as needed.

The candidate should have a Diploma in IT/Computer Science and at least 2 years of relevant experience in a large-scale enterprise. Fluency in English and Chinese is required to liaise with Hong Kong & China offices.

Qualifications

• Diploma in IT/Computer Science or equivalent.
• Minimum 2 years of relevant desktop/support experience in a large enterprise.
• Fluent in English and Chinese to communicate with associates in HK & China Office.
• Familiar with ITIL processes: Incident, Problem, Request Fulfillment and Change/Configuration Management.

Responsibilities

• Provide technical support to end-users on hardware, software and network issues.
• Handle daily IT operation tasks including PC setup, software installation, patch deployment, inventory control, and backups.
• Coordinate with Level 1 Service Desk to escalate to Level 2 as needed.
• Respond to queries within predefined SLAs and KPIs.
• Manage IT assets, warranties, licenses, and contracts.

Skills

End-user support

IT support

English & Chinese

Education

Diploma in IT/Computer Science

Tools

ITIL

Job description

Job Responsibilities

IT Support

• Provide technical supports to end-users on IT hardware (desktop, laptops, network
  equipment etc.), software and network related issues.
• Daily IT operation support including PC setup, software installation, patch deployment, IT
  inventory control, and backup operation.
• Work closely with Level 1 Service Desk to ensure the smooth escalation of
  problems/incidents to Level 2.
• Provide timely response as per predefined SLAs and KPIs.
• To manage/troubleshoot/resolve end user’s problems/incidents promptly following
  established procedures.
• Handle and dealing with vendors for IT Procurement.
• Manage corporate/customer IT assets, including hardware warranty, licenses, and
  contracts.
• Involve in IT project and any other tasks as per assigned.

Solution Support

• Solution/Application - Perform installation, preventive/corrective maintenance, IT service,
  software, and solution application.
• Provide on-site service or remote support on software, solution application and
  information technology.
• Work with project team to deploy implementation of Hardware Equipment and Solutions
  Products.

Requirements

• Possess at least a Diploma in IT/Computer Science.
• At least 2 years in relevant working experience in a large-scale enterprise environment
  providing desktop support to end users.
• Good communication and interpersonal skills. Fluent in English and Chinese to
  communication with Chinese Associates in Hong Kong & China Office.
• Experience in ITIL (Information Technology Infrastructure Library) – Incident
  Management, Problem Management, Request Fulfilment, and Change/Configuration
  Management.
• Resourceful, strong problem-solving and analytical skills.
• Willing to work in a fast –paced, dynamic and team-oriented environment.