IT Support Engineer' / Service desk engineer

ITCAN PTE. LIMITED; Singapore; On-site; SGD 33,480 - 60,264; Full time

Job summary

ITCAN PTE. LIMITED is seeking an IT Support specialist to provide Level 1/2 assistance via phone, email, chat, and ticketing systems.

You will diagnose issues across desktops, laptops, printers, OS, apps, and network connectivity, log incidents, and ensure timely resolutions. You will escalate complex cases within SLA, assist with password resets, VPN, Outlook, and Office 365, coordinate with infrastructure teams, document solutions, monitor recurring issues, and uphold ITIL security and

Qualifications

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

Responsibilities

• Provide Level 1/2 IT support via phone, email, chat, and ticketing systems.
• Diagnose and resolve desktop, laptop, printer, OS, app, and network issues.
• Log, track and update incidents in the ITSM tool.
• Escalate complex issues within SLA timelines.
• Assist password resets, access provisioning, and email configuration.
• Troubleshoot Windows, Office 365, VPN, Outlook and collaboration tools.
• Coordinate with infrastructure, application, and vendor teams.
• Document troubleshooting steps and SOPs for knowledge sharing.
• Monitor recurring incidents and propose process improvements.
• Uphold ITIL, security policies and compliance standards.

Skills

IT support

Incident management

Windows troubleshooting

SLA knowledge

Communication skills

Tools

ITSM ticketing tool

VPN

Office 365/Outlook

Job description

Job Description & Requirements

Job Description & Requirements

Key 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.