IT Support Technician | Helpdesk & Remote Troubleshooter

SINGAPORE EMPLOYMENT AGENCY SERVICES PTE. LTD.; Singapore; On-site; SGD 38,000 - 52,000; Full time

Job summary

Singapore Employment Agency Services PTE. LTD. is seeking an IT Helpdesk Analyst to provide L1 technical support across service desk channels, including email, phone, chat, and on-site assistance.

You will log and resolve incidents in ITSM systems and contribute to the knowledge base. You will troubleshoot Windows 10/11, Microsoft 365, printers, and peripherals, assist with basic AD tasks, and handle network connectivity issues.

Responsibilities

• User Support: Deliver L1 technical assistance across service desk, email, phone, chat, and onsite channels.
• Ticket Management: Log, classify, prioritize, update, and resolve incidents and service requests in ITSM systems (e.g., ServiceNow, Jira).
• Endpoint & App Troubleshooting: Resolve issues across Windows 10/11 desktops, Microsoft 365, printers, peripherals, and standard line-of-business software.
• Identity & Access Management: Execute basic Active Directory and Entra ID tasks, including password resets, account unlocks, and user access provisions.
• Network & Connectivity Support: Troubleshoot basic local network, Wi‑Fi, VPN, TCP/IP, DNS, DHCP, and IP printer issues.
• Asset & Lifecycle Management: Support user onboarding/offboarding, deploy workstations, install approved software, and maintain IT inventory records.
• Remote & Escalation Workflows: Provide remote desktop support and escalated complex tickets to L2 teams alongside complete diagnostic notes and error logs.
• Documentation: Create and maintain Knowledge Base (KB) articles for recurring issues and standard operational fixes.

Job description

Singapore Employment Agency Services PTE. LTD. is seeking an IT Helpdesk Analyst to provide L1 technical support across service desk channels, including email, phone, chat, and on-site assistance.

You will log and resolve incidents in ITSM systems and contribute to the knowledge base. You will troubleshoot Windows 10/11, Microsoft 365, printers, and peripherals, assist with basic AD tasks, and handle network connectivity issues.