IT Support Engineer (Desktop)

ITCAN PTE. LIMITED; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

ITCAN PTE. LIMITED is seeking a Desktop Support Engineer in Singapore to be the first point of contact for end users. You will provide onsite and remote support, troubleshoot hardware/software issues, and ensure SLA compliance across locations.

The role covers imaging, device deployment, asset management, and documentation. Candidates should have at least a diploma in IT and 1 year of desktop support experience, with strong knowledge of Windows 10/11 and Office 365.

Qualifications

• Experience in desktop support or IT helpdesk environments.
• Familiarity with Windows 10/11 and Office 365.

Responsibilities

• Provide onsite and remote desktop support services to end users
• Receive, prioritize, troubleshoot, document, and resolve end-user incidents and service requests within agreed SLA timelines
• Escalate unresolved incidents to appropriate resolver groups or third-party vendors where necessary
• Perform desktop/laptop imaging and re-imaging activities
• Support device deployment, replacement, and technology refresh exercises
• Conduct asset inventory verification and asset management activities
• Update and maintain accurate incident and service request records within the ticketing system
• Create, update, and maintain work instructions, operational procedures, and technical documentation
• Ensure compliance with IT policies, security standards, and operational procedures
• Provide support for Microsoft Windows and Microsoft Office 365 related issues
• Support users across different customer sites and locations as required
• Participate in operational standby, shift rotations, and extended support coverage when required

Skills

Desktop support

Windows 10/11

Office 365

IT helpdesk

Remote support

Education

ITE or Diploma in IT/Comp Eng

Tools

Ticketing system

ITSM processes

Remote access tools

Job description

Job Description & Requirements

Primary Purpose

The Desktop Support Engineer serves as the first point of contact for end users requiring IT assistance. The role is responsible for providing timely and effective desktop support services, resolving hardware/software issues, and ensuring compliance with IT operational standards and service level agreements (SLAs).

The engineer will support daily IT operations across multiple locations and participate in rotational shift coverage to support business operational requirements.

Key Responsibilities

• Provide onsite and remote desktop support services to end users
• Receive, prioritize, troubleshoot, document, and resolve end-user incidents and service requests within agreed SLA timelines
• Escalate unresolved incidents to appropriate resolver groups or third-party vendors where necessary
• Perform desktop/laptop imaging and re-imaging activities
• Support device deployment, replacement, and technology refresh exercises
• Conduct asset inventory verification and asset management activities
• Update and maintain accurate incident and service request records within the ticketing system
• Create, update, and maintain work instructions, operational procedures, and technical documentation
• Ensure compliance with IT policies, security standards, and operational procedures
• Provide support for Microsoft Windows and Microsoft Office 365 related issues
• Support users across different customer sites and locations as required
• Participate in operational standby, shift rotations, and extended support coverage when required

Requirements

Education & Experience

• Minimum ITE or Diploma qualification in Information Technology, Computer Engineering, or related discipline
• Minimum 1 year of experience in desktop support or IT helpdesk environment
• Minimum 1 year of hands‑on experience supporting:
• Microsoft Windows 10/11
• Microsoft Office 365

Technical Skills

• Demonstrated knowledge in supporting desktops, laptops, printers, and related peripherals
• Familiarity with ticketing systems and ITSM processes is preferred
• Experience performing remote support using remote access tools will be advantageous
• Knowledge of basic networking and troubleshooting concepts is preferred