IT Support Engineer – 1st/2nd Line, Windows & Apps

ITCAN PTE. LIMITED; Singapore; On-site; SGD 36,000 - 54,000; Full time

Job summary

ITCAN PTE. LIMITED is seeking a capable IT support specialist in Singapore to provide Level 1/2 assistance across phone, email, chat, and ticketing channels. You will diagnose issues with desktops, laptops, printers, and networks, log incidents, and escalate where needed.

Responsibilities include user account management, troubleshooting Windows/Office 365/VPN, coordinating with other teams, and maintaining SOP documentation to ensure ITIL-aligned, secure, and compliant service delivery.

Qualifications

• Provide Level 1/Level 2 IT support via phone, email, chat, and ticketing systems.
• Diagnose and resolve issues related to desktops, laptops, printers, operating systems, applications, and network connectivity.
• Log, track, and update incidents and service requests in the ITSM/ticketing tool.
• Escalate unresolved or complex issues to the appropriate support teams within SLA timelines.
• Support user account management activities including password resets, access provisioning, and email configuration.
• Perform basic troubleshooting for Microsoft Windows, Office 365, VPN, Outlook, and collaboration tools.
• Coordinate with infrastructure, application, and vendor teams for issue resolution.
• Maintain accurate documentation of troubleshooting steps, solutions, and standard operating procedures.
• Monitor recurring incidents and suggest process improvements to enhance service quality.
• Ensure adherence to ITIL processes, security policies, and compliance standards.

Responsibilities

• Provide Level 1 / Level 2 IT support via phone, email, chat, and ticketing systems.
• Diagnose and resolve issues related to desktops, laptops, printers, operating systems, applications, and network connectivity.
• Log, track, and update incidents and service requests in the ITSM/ticketing tool.
• Escalate unresolved or complex issues to the appropriate support teams within SLA timelines.
• Support user account management activities including password resets, access provisioning, and email configuration.
• Perform basic troubleshooting for Microsoft Windows, Office 365, VPN, Outlook, and collaboration tools.
• Coordinate with infrastructure, application, and vendor teams for issue resolution.
• Maintain accurate documentation of troubleshooting steps, solutions, and standard operating procedures.
• Monitor recurring incidents and suggest process improvements to enhance service quality.
• Ensure adherence to ITIL processes, security policies, and compliance standards.

Skills

IT support

Incident management

Windows troubleshooting

Office 365 troubleshooting

VPN support

Documentation

ITIL knowledge

Job description

ITCAN PTE. LIMITED is seeking a capable IT support specialist in Singapore to provide Level 1/2 assistance across phone, email, chat, and ticketing channels. You will diagnose issues with desktops, laptops, printers, and networks, log incidents, and escalate where needed.

Responsibilities include user account management, troubleshooting Windows/Office 365/VPN, coordinating with other teams, and maintaining SOP documentation to ensure ITIL-aligned, secure, and compliant service delivery.