IT Support Engineer

A-Speed Infotech Pte Ltd; Singapore; On-site; SGD 52,000 - 78,000; Full time

Job summary

A-Speed Infotech Pte Ltd is seeking an experienced IT Helpdesk Specialist to provide frontline support to the company staff across applications and devices in Singapore. You will manage incidents, service requests and SLA-compliant resolutions, coordinate with internal teams, and ensure service continuity for VOIP, email and endpoint services.

The role requires hands-on experience with ServiceNow, Windows 10/Server, and modern identity tools.

Qualifications

• Tertiary education in relevant IT field.

Responsibilities

• Provide support to Business Unit across the range of services provided to the company staff.
• Responsible for supporting the IT help desk services to ensure services are delivered to meet business needs and expectations, within SLA standards (response time and resolution time).
• Log, track, record and resolve system problems, incidents, issues, requests and queries raised by users through phone/email/ticket within SLA standards.
• Perform incident closure, verifying problem resolution with users and documenting resolution procedures.
• Liaise with other support teams, or product teams as required to resolve requests and issues in a timely manner.
• Act as a contact point between helpdesk operations, other teams (internal, external and vendor/supplier).
• Support VOIP, conferencing and mobile service request.
• Take responsibility for identifying fixes for high priority problems, ensuring minimal business impact.

Skills

Service desk

Ticketing

SLA adherence

Communications

Multi-tasking

Education

Diploma/Degree in IT

Tools

ServiceNow

Windows

MDM

Azure AD

Intune

Job description

Responsibilities:

• Provide support to Business Unit across the range of services provided to the company staff;
• Responsible for supporting the IT help desk services to ensure services are delivered to meet business needs and expectations, within SLA standards (response time and resolution time);
• Log, track, record and resolve system problems, incidents, issues, requests and queries raised by users through phone/email/ticket within SLA standards;
• Perform incident closure, verifying problem resolution with users and documenting resolution procedures;
• Liaise with other support teams, or product teams as required to resolve requests and issues in a timely manner;
• Act as a contact point between helpdesk operations, other teams (internal, external and vendor/supplier);
• Support VOIP, conferencing and mobile service request;
• Take responsibility for identifying fixes for high priority problems, ensuring minimal business impact.

Requirements:

• Tertiary education (Diploma / Degree) in relevant field or equivalent;
• At least 5 years of working experience in helpdesk support/call centre environment is preferred;
• Good working knowledge on service desk ticketing system (ServiceNow), IP telephony system, email, online chat, service support process, and SLA;
• Good working knowledge on other IT domains, including software, hardware (EUC Endpoints/Printers), servers and network operations;
• Prior knowledge of System Administration Windows 10 and Windows Server 2012 / 2016, Microsoft Office 2013, Microsoft Intune, MDM, Okta (SSO), Sharepoint, Antivirus / Encryption, Office365 / Azure AD, AIX experience will be beneficial;
• Ability to multi-task, take initiative and work independently with multiple stakeholders;
• A can-do attitude with positive outlook, able to work under pressure.