IT Support Engineer

ERP21 PTE LTD; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

ERP21 PTE LTD is seeking an IT Support Engineer to handle incident-based application support, resolve issues within defined SLA, and collaborate with developers for testing.

The role requires 1 year of software testing or applications support experience, Diploma/degree in IT, and strong English communication. Knowledge of MS Dynamics CRM is a plus, with the ability to learn and adapt in a fast-paced environment.

Qualifications

• Diploma or degree in IT-related field or equivalent.
• Minimum 1 year experience in software testing or applications support.
• Strong command of written and spoken English; good communication skills.

Responsibilities

• Handle incoming support cases and track using incident tracking software.
• Follow up on tickets until closure within SLA.
• Provide level 2 application support to service desk via email and phone.
• Create test cases for bug fixes or system enhancements.
• Coordinate with developers and end users during testing to ensure test cases pass.
• Perform other admin/operational tasks as required by Supervisor.

Skills

Troubleshooting

Customer support

Microsoft Office

Microsoft Excel

English communication

Education

Diploma or Degree in an IT-related course

Tools

MS Dynamics CRM

Job description

RoleOverview

The IT Support Engineer is to perform application support by providing accurate resolution or workaround to users within the defined SLA (Service Level Agreement), and responsibly follow up on the case. He/She should be familiar with incident tracking software and experience in support work. He/she is required to work closely with developers and end users for application testing.

Responsibilities

• Handle incoming support cases and track using incident tracking software.
• Follow up on support tickets proactively till closure within the defined SLA.
• Provide level 2 application support to service desk using email and phone.
• Create test cases for bug fixes and/or system enhancements.
• Liaise with developers and end users during the testing process to ensure all test cases passed.
• Perform any other administration and operational work as required by Supervisor.

Requirements

• Diploma or Degree holder of an IT related course.
• At least 1 year experience as a software tester or as applications technical support staff.
• Good computer skills, including use of Microsoft Office and Microsoft Excel.
• Good command of written and spoken English.
• Self-driven and demonstrate willingness to learn.
• Have a passion for troubleshooting to provide solution to the users.
• Possesses MS Dynamics CRM knowledge is an added advantage