IT Support Engineer

NANYANG TECH PTE. LTD.; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

Nanyang Tech Pte. Ltd. seeks an IT Support professional in Singapore to join our global support team. You will handle end-user computing issues across Windows and Apple, manage ticket queues by priority, and assist with onboarding of new staff.

You should have at least 2 years in IT and customer service, strong communication, and familiarity with ITIL principles. The role involves documenting processes, knowledge base updates, and occasional project leadership.

Qualifications

• 2+ years in IT and customer service roles in a midsize or larger organization.
• Proven ability to troubleshoot Windows and Apple devices and related software/hardware.
• Strong interpersonal and professional communication skills with diverse groups.
• Understanding of ITIL principles and service management.
• Capable of managing multiple tasks with deadlines and attention to detail.

Responsibilities

• Co-own the global support ticket queues and prioritize incidents and requests.
• Manage your personal ticket queue and ensure timely resolution.
• Troubleshoot day-to-day incidents or requests for End Users involving hardware, software or networking.
• Provide basic Mobility Support.
• Assist onboarding and IT equipment provisioning for new hires.
• Create documentation (policies, processes, training material, knowledge base articles).
• Understand metrics reflecting the team’s performance and contribute to improvements.
• Manage project assignments and lead initiatives as needed to meet objectives.
• Escalate complex issues to SMEs when appropriate and document outcomes.
• Report customer feedback and potential improvements to the team.

Skills

IT experience

Customer service

End-user support

Windows/macOS

Networking basics

ITIL knowledge

Teamwork

Time management

Tools

Ticketing systems

Job description

Your responsibilities will include but not limited to;

• Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment.
• Effective management of your personal ticket queue.
• Fundamental to advanced troubleshooting for day to day incidents or requests from End Users involving hardware, software or networking. Ensuring that all efforts are captured on to the ticketing system.
• Basic Mobility Support
• Project Support and Potential Leadership of Project Initiatives (Large Scale IT Objectives).
• Basic Asset Management processes adherence to support ongoing accuracy of Asset Inventory Database and Stock. Effective management of hardware and software distributed to employees.
• Knowledge Base Usage, Reference and Collective Improvement.
• Timely support of End User Issues or Requests.
• Assisting hiring manager on onboarding process and preparation of IT equipment of new employees (IT portion).
• Occasional Creation of various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles).
• Understanding of various metrics reflecting the group’s performance.
• Management of Project assignments and relevant activities as necessary in order to remain on-schedule for critical objectives.
• Narrowing down issue and redirecting issues to SME as and when necessary.
• Report customer feedback and potential improvements.

The following core skills are highly desirable;

• At least 2 years’ experience in the IT industry and Customer Service Role
• At least 2+ years’ related experience with increasing responsibility in a Service and Support technical role for a midsize or larger organization (700+ user environment).
• Must possess excellent customer service skills and have the ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users.
• Maintains a high degree of professionalism in actions, demeanor and dress.
• Requires a high level of expertise in both Windows and Apple operating systems, platform software and associated hardware. Understanding of networking principles and printing environments.
• Possess a strong technology background with the ability to execute a task or project to completion.
• Demonstrated ability to manage the full lifecycle of an End User computing environment from hire to refresh/retire.
• Organized and deadline driven with the ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to detail.
• Excellent teamwork skills and the ability to work unsupervised.
• Demonstrated performance and aptitude consistent with client core values and culture.
• Handles confidential and sensitive matters with tact and diplomacy.
• Understanding of ITIL principles