IT Support & Incident Response Specialist

LPS; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

LPS is seeking a frontline IT support specialist in Singapore to act as the first point of contact for end users, handling incidents with prompt triage and resolution. You will use remote tools for Level 1 troubleshooting and ensure timely ticket updates in line with ITIL practices.

You will also manage password resets, account unlocks, and access provisioning for network resources, while maintaining professional communication and contributing to service levels.

Responsibilities

• Act as first point of contact and first responder for IT incidents reported by end users.
• Perform Level 1 troubleshooting with First Call Resolution using remote assistance tools.
• Provide automated phone system with call recording, request for callback, voice mail, automated answering.
• Log and track tickets with resolver groups and monitor SLAs to ensure proper closure per ITIL.
• Answer calls professionally and perform password resets and account unlocks when required.
• Administer BitLocker recovery PIN and onboard Cisco DUO 2FA registrations.
• Grant and remove access to network shares.
• Update and review basic Level 1 troubleshooting questionnaires.

Job description

LPS is seeking a frontline IT support specialist in Singapore to act as the first point of contact for end users, handling incidents with prompt triage and resolution. You will use remote tools for Level 1 troubleshooting and ensure timely ticket updates in line with ITIL practices.

You will also manage password resets, account unlocks, and access provisioning for network resources, while maintaining professional communication and contributing to service levels.