Junior Assistant Service Delivery Engineer

PTC SYSTEM (S) PTE LTD; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

PTC SYSTEM (S) PTE LTD is seeking a fresh graduate or up to 2 years of IT support experience for a Service Operations Support role in Singapore. You will assist in incident management, provide first-level troubleshooting for Windows, hardware, networking, and Microsoft 365, and escalate complex issues to senior engineers as needed.

You will monitor systems, perform basic maintenance, document steps, and uphold SLAs while delivering professional customer support via phone, email, and tickets.

Qualifications

• Diploma or Bachelor’s degree in IT/CS/IS/Engineering or related field.
• Fresh graduates are encouraged to apply; up to 2 years of IT support experience acceptable.

Responsibilities

• Assist in managing customer incidents and service requests via service management system.
• Provide first-level technical support for hardware, software, networking, and Microsoft 365 issues.

Skills

Troubleshooting

Customer service mindset

Verbal and written communication

Team collaboration

Ownership of tasks

Education

Diploma or Bachelor's Degree in IT/CS/IS/Engineering

Tools

IT ticketing systems

Microsoft 365 administration

Job description

Key Responsibilities

Service Operations Support

• Assist in managing customer incidents and service requests through the service management system.
• Provide first-level technical support and initial troubleshooting for hardware, software, network, and Microsoft 365 issues.
• Escalate complex issues to senior engineers and track progress through to resolution.
• Ensure tickets are updated accurately and resolved within agreed service levels.

Monitoring & Maintenance

• Monitor customer systems, servers, network devices, and cloud services using monitoring tools.
• Respond to system alerts and perform basic troubleshooting.
• Assist with routine maintenance tasks such as patching, backup verification, and system health checks.
• Support preventive maintenance activities to ensure service reliability.

Customer Support

• Communicate professionally with customers via phone, email, and ticketing systems.
• Provide regular updates on incidents and service requests.
• Deliver excellent customer service and maintain positive working relationships with customers.

Documentation & Reporting

• Record troubleshooting steps, resolutions, and system updates in the ticketing platform.
• Maintain technical documentation, standard operating procedures, and knowledge base articles.
• Assist in preparing service reports and operational updates.

Learning & Development

• Participate in technical training and certification programs.
• Learn and apply ITIL-based service management practices.
• Continuously develop technical knowledge in cloud technologies, infrastructure, and managed services.

Requirements

Education

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.
• Fresh graduates are encouraged to apply.

Experience

• Fresh graduate or up to 2 years of experience in IT support, service desk, helpdesk, or technical support roles.
• Internship experience in IT support or infrastructure administration is an advantage.

Technical Knowledge

• Basic understanding of:
• Windows operating systems
• Microsoft 365 applications and services
• Computer hardware and troubleshooting
• Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)
• Cloud computing concepts (Microsoft Azure or AWS preferred)
• IT ticketing systems and service management processes

Skills & Competencies

Technical Skills

• Basic troubleshooting and problem-solving skills
• Knowledge of Microsoft Windows and Microsoft 365
• Understanding of networking fundamentals
• Ability to follow documented procedures and processes

Soft Skills

• Strong customer service mindset
• Good verbal and written communication skills
• Eagerness to learn and develop new technical skills
• Ability to work effectively in a team environment.
• Positive attitude and willingness to take ownership of assigned tasks

Preferred Certifications

• Candidates pursuing or holding any of the followingcertifications will have an advantage:
• ITIL Foundation
• Microsoft Certified Fundamentals (MS-900, AZ-900, SC-900)
• CompTIA A+
• CompTIA Network+

Key Performance Indicators (KPIs)

• Ticket response and resolution within SLA targets
• Customer satisfaction ratings
• Ticket documentation quality
• Attendance and participation in training programs
• Adherence to operational processes and procedures
• Team collaboration and support effectiveness