L1 Operations Support Engineer — AI-Driven IT Help Desk

FPT Asia Pacific; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

FPT Asia Pacific is seeking an Operations Support Engineer (L1) to provide reliable application and system support to internal users and stakeholders in Singapore. The successful candidate will handle support requests, troubleshoot issues, manage incidents, and ensure timely resolution in line with SLAs.

You will work with service managers, engineers, product managers, designers and external vendors to maintain IT operations and continually improve support processes, perform functional testing,

Qualifications

• Diploma or Bachelor's Degree in IT/CS or related field.
• Experience in application support or IT operations.
• Proficiency in Microsoft Office (Outlook, Word, PowerPoint, Excel).
• Familiarity with ITIL, incident management, and IT service management principles.
• Experience using AI-powered tools for troubleshooting.

Responsibilities

• Serve as first point of contact for stakeholders via phone, email, and tickets.
• Provide Level 1 application and system support and issue resolution.
• Log, track, and resolve tickets per SLAs.
• Escalate complex issues and follow up for timely resolution.
• Collaborate with teams and vendors to test and improve systems.
• Perform functional testing before production deployments.
• Communicate system updates and maintenance notices to users.
• Utilise AI-powered tools to automate routine tasks.
• Maintain knowledge bases and incident records.
• Identify opportunities to improve support processes.

Skills

Stakeholder communication

Troubleshooting

Incident management

Problem solving

Analytical thinking

Ownership

Education

Diploma/Bachelor's in IT/CS

Tools

Microsoft Office

Microsoft Dynamics

Ticketing systems

Job description

FPT Asia Pacific is seeking an Operations Support Engineer (L1) to provide reliable application and system support to internal users and stakeholders in Singapore. The successful candidate will handle support requests, troubleshoot issues, manage incidents, and ensure timely resolution in line with SLAs.

You will work with service managers, engineers, product managers, designers and external vendors to maintain IT operations and continually improve support processes, perform functional testing,