IT Support Engineer (EUC Level 1)

TELE-CENTRE SERVICES PTE LTD; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

TELE-CENTRE SERVICES PTE LTD is seeking EUC Level 1 IT Support Engineers to provide daily IT support to end users. Duties include troubleshooting, desktop and software support, Microsoft 365, IT asset management, and employee onboarding and offboarding.

On-site collaboration with the IT team is required at the Pandan Crescent western region site. Ideal candidates are hands-on, enjoy resolving issues, and can manage routine inquiries while escalating complex cases as needed.

Qualifications

• Nitec/Higher Nitec in IT or an equivalent IT-related qualification.
• Preferably 1 year of experience in IT helpdesk, desktop or end-user support; fresh graduates welcome.
• Basic knowledge of Active Directory, Microsoft 365, Windows OS, hardware, software installation and troubleshooting.
• Familiarity with ticketing systems, remote support, printer configuration and IT asset management is an advantage.
• Good troubleshooting, problem-solving, communication and customer service skills.
• Able to work on-site at the client’s premises at Pandan Crescent in the western region.

Responsibilities

• Service Desk and End-User Support: Resolve IT issues and requests within agreed service levels.
• Service Desk and End-User Support: Manage Active Directory (AD) accounts and basic troubleshooting.
• Service Desk and End-User Support: Support Microsoft 365, including password resets and quarantined emails and basic email troubleshooting.
• Service Desk and End-User Support: Install, configure and troubleshoot hardware and software remotely.
• Service Desk and End-User Support: Set up and troubleshoot desktops, laptops, printers and peripherals.
• Technical Troubleshooting and Incident Resolution: Diagnose hardware, software, network and end-user computing issues.
• Technical Troubleshooting and Incident Resolution: Resolve Level 1 issues, restore services and escalate complex cases to Level 2 support.
• Technical Troubleshooting and Incident Resolution: Restore desktop software to standard configurations after hardware repairs.
• Technical Troubleshooting and Incident Resolution: Perform basic telephony configuration and connectivity checks.
• Technical Troubleshooting and Incident Resolution: Troubleshoot meeting room projectors, audio and video conferencing equipment.
• Hardware Replacement and On-Site Support: Replace hardware and troubleshoot desktops, laptops and related equipment.
• Hardware Replacement and On-Site Support: Replace faulty machines with spare equipment while awaiting vendor support.
• Hardware Replacement and On-Site Support: Assist with configuration issues within the client’s IT environment.
• Hardware Replacement and On-Site Support: Coordinate with service vendors and relevant technical teams for issues requiring specialised support.
• Hardware Replacement and On-Site Support: Provide backup on-site support at the client’s other western-region site when require.
• IT Asset and Inventory Management: Manage IT assets from ordering and receipt to tracking and disposal.
• IT Asset and Inventory Management: Maintain accurate inventory records of computers, peripherals and IT equipment.
• IT Asset and Inventory Management: Process IT material requests (MR), including equipment purchases, renewals and related administration.
• IT Asset and Inventory Management: Track IT equipment issuance, returns and replacements.
• Employee Onboarding and Offboarding: Prepare IT equipment and ensure IT readiness for new employees.
• Employee Onboarding and Offboarding: Collect and record IT assets returned by departing employees.
• Employee Onboarding and Offboarding: Update asset records and coordinate with relevant teams to complete onboarding and offboarding on time.
• General IT Operations and Administrative Support: Perform daily IT operations and ad hoc tasks as assigned.
• General IT Operations and Administrative Support: Maintain incident records, document troubleshooting steps and update tickets.
• General IT Operations and Administrative Support: Follow IT procedures, security policies and standard operating procedures.
• General IT Operations and Administrative Support: Support approved hardware and software within the agreed scope.
• General IT Operations and Administrative Support: Non-standard software consultancy and rollout activities are excluded unless formally approved

Skills

Troubleshooting

Customer service

Communication skills

On-site support

Education

Nitec/Higher Nitec in IT

Tools

Ticketing systems

Remote support tools

IT asset management systems

Job description

We are seeking service-oriented EUC Level 1 IT Support Engineers to provide daily IT support to end users. Responsibilities include troubleshooting, desktop and software support, Microsoft 365, IT asset management, and employee onboarding and offboarding.

Candidates should be hands-on, enjoy resolving IT issues, and be comfortable working on-site with the IT team to ensure timely support.

Location: West Region / 5 days work week

Key Responsibilities

1. Service Desk and End-User Support

• Resolve IT issues and requests within agreed service levels

• Manage Active Directory (AD) accounts and basic troubleshooting

• Support Microsoft 365, including password resets and quarantined emails and basic email troubleshooting

• Install, configure and troubleshoot hardware and software remotely

• Set up and troubleshoot desktops, laptops, printers and peripherals

2. Technical Troubleshooting and Incident Resolution

• Diagnose hardware, software, network and end-user computing issues

• Resolve Level 1 issues, restore services and escal complex cases to Level 2 support

• Restore desktop software to standard configurations after hardware repairs

• Perform basic telephony configuration and connectivity checks

• Troubleshoot meeting room projectors, audio and video conferencing equipment

3. Hardware Replacement and On-Site Support

• Replace hardware and troubleshoot desktops, laptops and related equipment

• Replace faulty machines with spare equipment while awaiting vendor support

• Assist with configuration issues within the client’s IT environment

• Coordinate with service vendors and relevant technical teams for issues requiring specialised support

• Provide backup on-site support at the client’s other western-region site when require

4. IT Asset and Inventory Management

• Manage IT assets from ordering and receipt to tracking and disposal

• Maintain accurate inventory records of computers, peripherals and IT equipment

• Process IT material requests (MR), including equipment purchases, renewals and related administration

• Track IT equipment issuance, returns and replacements

5. Employee Onboarding and Offboarding

• Prepare IT equipment and ensure IT readiness for new employees

• Collect and record IT assets returned by departing employees

• Update asset records and coordinate with relevant teams to complete onboarding and offboarding on time

6. General IT Operations and Administrative Support

• Perform daily IT operations and ad hoc tasks as assigned

• Maintain incident records, document troubleshooting steps and update tickets

• Follow IT procedures, security policies and standard operating procedures

• Support approved hardware and software within the agreed scope

• Non-standard software consultancy and rollout activities are excluded unless formally approved
  

Job Requirements

• Nitec/Higher Nitec in IT or an equivalent IT-related qualification

• Preferably 1 year of experience in IT helpdesk, desktop or end-user support. Fresh graduates are welcome to apply

• Basic knowledge of Active Directory, Microsoft 365, Windows OS, hardware, software installation and troubleshooting

• Familiarity with ticketing systems, remote support, printer configuration and IT asset management is an advantage

• Good troubleshooting, problem-solving, communication and customer service skills

• Able to handle routine issues independently and escal unresolved incidents

• Able to work on-site at the client’s premises at Pandan Crescent in the western region

• Responsible, service-oriented and a good team player