Junior IT Engineer - Level 1 - Frontline & Basic IT Support

JOHN ETHANS INTERNATIONAL PTE. LTD.; Singapore; Hybrid; SGD 27,000 - 47,000; Full time

Job summary

JOHN ETHANS INTERNATIONAL PTE. LTD. is seeking a Junior Engineer (Level1) to provide frontline IT support, handle basic onboarding, and document incidents. Onsite/Remote/Hybrid deployments vary by customer, with role requiring quick incident resolution.

You will support Windows and macOS devices, Microsoft 365 apps, email, printers, and VPN; participate in asset tagging and tickets escalation to Level2. Diploma in IT/CS and 0–2 years experience preferred.

Qualifications

• Diploma or equivalent in IT/CS required or relevant experience.
• 0–2 years IT support experience, internships/part-time support acceptable.
• Exposure to customer-facing environments and high-volume ticket handling is a plus.

Responsibilities

• Handle Level1 remote helpdesk tickets: password resets, access issues, device setup, basic app issues, and user how-to requests.
• Support end-user devices (PCs, laptops, mobile devices, printers) with basic diagnostics.
• Perform basic OS support on Windows and macOS; install/configure standard software (e.g., Microsoft Office).
• Configure user email, printers, and shared drive access; troubleshoot Outlook profile/mailbox issues.
• Perform basic network troubleshooting: LAN/Wi‑Fi, IP conflicts, VPN connectivity.
• Run antivirus scans and basic malware response per procedure; escalate security concerns.
• Support videoconferencing tools (Teams, Zoom) and basic meeting room experiences.
• Maintain asset tagging, inventory logging, and handover records.
• Log incidents accurately and escalate to Level2/vendors with proper notes.

Skills

Endpoint & user support

Windows 10/11 fundamentals

macOS basics

Device setup & peripherals

Ticket handling discipline

Productivity tools

MS 365 support (Outlook/Teams/OneDrive

Basic Office troubleshooting

Connectivity

VPN client support

Security hygiene

Malware handling steps

Escalation awareness

Education

Diploma or equivalent in Information Technology/Computer Science

Tools

Freshservice/Jira Service Management/ServiceNow

Remote support tools

Microsoft 365 admin-lite

Endpoint utilities (Event Viewer, Device Manager)

Job description

JuniorEngineer(Level1)-Frontline&BasicITSupport

Rolelevel:Level1(FrontlineSupport)

Typicalexperience:0–2years

Reportingto:ServiceDeliveryLead/CustomerSuccessLead(asassigned)

Workmodel:Onsite/Remote/Hybrid(basedoncustomerdeployment);mayrequirerosterforafter-office support where contracted

Rolepurpose

Provide frontline end-user support across devices, core productivity tools, and basic connectivity issues. Deliverfastresolutionforcommonincidents/requests,executeonboarding/offboardingSOPs,andensure clean ticket documentation and escalation.

Keyresponsibilities

• HandleLevel1remotehelpdesktickets:passwordresets,accessissues,devicesetup,basicapplication issues, and user how-to requests.
• Supportend-userdevices(PCs,laptops,mobiledevices,printers)includingbasicdiagnosticsand peripheral checks.
• Performbasicoperatingsystemsupport(WindowsandmacOS)andstandardsoftware installation/configuration (e.g., Microsoft Office).
• Configureuser-sideemail,printers,andshareddriveaccess;troubleshootcommonOutlookprofileand mailbox issues where applicable.
• Performbasicnetworktroubleshootingontheendpointside:LAN/Wi-Ficonnectivitychecks,IPconflicts, and VPN connectivity support.
• Runantivirusscansandconductbasicmalwareresponsesteps;escalatesecurityconcernsper procedure.
• Supportvideoconferencingtools(MicrosoftTeams,Zoom)andbasicmeetingroomuserexperience issues.
• Performbasicfirewall/routercheckssuchasrebootandhealthverification(noadvancedconfiguration) when instructed and approved.
• MaintainITassettagging,inventorylogging,andupdaterecordsfordevicehandovers.
• Logincidentsaccurately,followticketingdiscipline,andescalatetoLevel2orvendorswithcomplete troubleshooting notes and evidence.

Scopecoverage(service-aligned)

• End-userdevicesupport:PCs,laptops,mobiledevices,printers,basichardwarechecks (RAM/cables/storage).
• BasicOSsupport:WindowsandmacOS(user-levelconfigurationandtroubleshooting).
• Softwareinstall/config:MicrosoftOfficeandstandardbusinessapplications.
• Identitysupport:passwordresets,multi-factorauthenticationsupport,accountunlocks.
• Email/printer/shareddrivesetup:configurationandcommonfixes.
• Basicconnectivity:LAN/Wi-Fiendpointtroubleshooting,IPconflicts,VPNconnectivityissues.
• Endpointsecurityhygiene:antivirusscans,basicmalwareresponse,initialsecuritytriagesupport.
• Collaborationtools:Teams/Zoomusersupport.
• Assetoperations:tagging,inventorylogging,handoverchecklistexecution.
• Incidentlogging+properescalationtoLevel2/vendors.

Requiredtechnicalskillsets

• Endpoint&usersupport
• Windows10/11fundamentals;macOSbasics
• Devicesetup,drivers,andcommonperipheraltroubleshooting
• Tickethandlingdiscipline(categorization,priority,notes,closure)
• Productivitytools
• Microsoft365usersupport(Outlook,Teams,OneDrivebasics)
• BasicOfficeapplicationtroubleshooting
• Connectivity
• User-sideWi-FiandLANtroubleshooting(basicdiagnostics)
• VPNclientconnectivitysupport
• Securityhygiene
• Basicmalwarehandlingsteps,AVscans,suspiciousemailtriage
• Awarenessofescalationtriggersandincidentworkflow

Tools&platformsexposure

• Ticketingsystem(e.g.,Freshservice/JiraServiceManagement/ServiceNow-customerdependent)
• Remotesupporttools(RMMorscreen-sharingtoolsasprovided)
• Microsoft365admin-lite(usersupportcontext)
• Basicendpointutilities:EventViewer,DeviceManager,networkcommands(ipconfig,ping,nslookup)

Behavioural&serviceskillsets

• Customer-firstcommunication:calm,clear,andprofessionalinallchannels(phone,email,chat).
• Abilitytoprioritize,managequeuepressure,andmeetSLAtargets.
• Strongdocumentationhabits:reproducesteps,screenshots/logs,andclearhandovernotes.
• Teamcollaboration:knowswhentoescalateandhowtoprovidecontextthatacceleratesresolution.
• Learningmindset:picksupSOPsfastandupdatesknowledgebasewheninstructed.

Education&experiencerequirements

• DiplomaorequivalentinInformationTechnology/ComputerScience(orrelevantexperience).
• 0–2yearsofITsupportexperience(internships/part-timesupportacceptable).
• Exposuretocustomer‑facingenvironmentsandhigh-volumetickethandlingisaplus.

Certifications(preferred/nice-to-have)

• CompTIAA+(preferred)
• ITILFoundation(nice-to-have)
• Microsoft365Fundamentals(MS-900)(nice-to-have)

Successmeasures(KPIs)

• First-contactresolutionrateforL1-eligibletickets
• AverageresponsetimeandresolutiontimewithinSLA
• Ticketqualityscore(completenotes,correctcategorization,properclosure)
• Reopenratewithinwarrantywindow(targetlow)
• Customersatisfaction(CSAT)/userfeedback

Workingnotes

ThisroleisexpectedtofollowdocumentedSOPsstrictly,maintainassetandtickethygiene,andescalate early when the issue requires admin access, deeper diagnostics, recurring fault elimination, or security-sensitive handling.