IT Support Engineer — 1st Line & Incident Response

DSO National Laboratories

Singapore

On-site

SGD 28,000 - 40,000

Full time

10 days ago

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Job summary

DSO National Laboratories, Singapore’s leading defence R&D organisation, invites an Assistant Engineer to join the Digital Division IT Group. You will provide technical support, handle tickets, and ensure timely resolutions with strong customer service.

The role covers endpoint patching, health checks, audits, and basic server/Desktop administration. The ideal candidate has a IT-related diploma/degree, familiarity with Windows OS/Server, MS Office, antivirus security, and solid communication

Qualifications

Diploma/Degree in IT-related studies.
Basic understanding of PC hardware setup and configuration.
Technical knowledge of Microsoft based operating systems with an emphasis on Windows desktop technologies and Windows Server administration.
Working knowledge of Microsoft Office and Antivirus endpoint securities.
Relevant 1st line / Helpdesk support experience.
Excellent telephone manner and face to face communication skills.
Good follow-up skills on outstanding issues till closure.

Responsibilities

To provide technical support, troubleshooting and problem-solving; answering support queries either onsite or via phone or the ticketing system.
Monitor and ensure that all tickets are resolved timely and meet performance SLA.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To perform incident first response checks and reporting for compromised systems.
To perform monthly IT system audit checks and report on non-compliant systems.
To perform endpoint patching for systems across multiple sites.
To perform monthly systems health-checks and reporting (Anti-virus endpoint security and malware alerts).
Provide IT assistance and support to end users (desktops, laptops, printers, PIN reset and video conference).
To act on PRTG alerts immediately and performs rectification according to SOP guidelines.