IT Support Engineer

THE HACENS TALENT PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading technology solutions provider in Singapore is seeking an IT Support Engineer to provide comprehensive technical support. The role requires 5–8 years of IT support experience, ideally within a financial institution, with a strong emphasis on customer service. Proficiency in Japanese is advantageous. This position offers a structured working environment focused on continuous improvement and user satisfaction.

Qualifications

• 5–8 years of experience in a Help Desk or IT Support role.
• At least 2 years in a lead or escalation capacity.
• Experience supporting Japanese-speaking users is a plus.

Responsibilities

• Respond to and resolve user queries with excellent customer service.
• Identify opportunities to enhance Help Desk processes.
• Support critical project cutovers and Day-1 post-implementation activities.

Skills

IT Service Management principles

ServiceNow

Jira

Customer service

Problem-solving

Collaboration skills

Verbal communication in English

Written communication in English

Japanese proficiency

Education

Tertiary degree in Information Technology

Tools

ITIL Foundation

Microsoft Certified

CompTIA A+

Azure DevOps

Job description

IT Support Engineer

Location: Singapore (Asia Square Tower 2 / Changi Office)
Working Hours: 8:00 AM – 5:00 PM (Monday to Friday)

Position Overview

We are seeking a dedicated and service-oriented IT Help Desk (L2 Support) professional to provide comprehensive technical and non-technical support for our Singapore branch. The role focuses on resolving user queries efficiently, driving continuous improvement of Help Desk processes, and supporting key IT initiatives within the organization.

Core Responsibilities

1. Relationships & Communication (40%)

• Respond to and resolve user queries with a strong service mindset, ensuring excellent customer service.
• Provide both technical and non-technical support to Singapore Branch users.
• Maintain clear, concise, and professional communication with users, technical teams, and senior management.

2. Continuous Improvement (30%)

• Identify opportunities to enhance Help Desk processes, workflows, and efficiency.
• Contribute to the development and implementation of Help Desk policies and procedures.
• Maintain detailed user request logs and prepare comprehensive reports for stakeholders.
• Manage and update the knowledge base / FAQ to minimize dependency on L2 and L3 support teams.
• Introduce and refine processes for consolidating and managing service requests within the IT department.

3. Project Planning & Execution (10%)

• Serve as part of the Command Center team to support critical project cutovers and Day-1 post-implementation activities.
• Act as a liaison between users and technical teams to ensure smooth communication and issue resolution during Go-Live periods.

4. Technology Exposure (20%)

• Maintain and support IT devices (iPads, desktops, VDIs) and implement efficient asset tracking and reporting processes.
• Demonstrate broad knowledge of IT infrastructure and networking devices within a financial institution.

Qualifications

Education

• Tertiary degree in Information Technology or a related discipline from a recognized institution.
• IT Certifications (Optional): ITIL Foundation, Microsoft Certified, CompTIA A+.
• Good to Have: Proficiency in Japanese (JLPT N2 or above) and English, with excellent written and verbal communication skills in both languages.

Experience

• 5–8 years of experience in a Help Desk or IT Support role, with at least 2 years in a lead or escalation capacity, preferably within a financial institution.
• Experience supporting Japanese-speaking users or Japan-based financial institutions.
• Familiarity with MAS Technology Risk Management Framework and general IT risk awareness.
• Exposure to Azure DevOps and application support.

Skills

• Strong understanding of IT Service Management principles (ITIL preferred).
• Proficiency in ITS tools such as ServiceNow or Jira.
• Excellent customer service and problem-solving abilities; able to work effectively under pressure.
• Strong collaboration skills, with the ability to work cross-functionally and with external vendors.
• Excellent verbal and written communication skills in English. Japanese proficiency is an advantage.