L1 Support Engineer – Application

OPTIMUM SOLUTIONS (SINGAPORE) PTE LTD; Singapore; On-site; SGD 33,000 - 58,000; Full time

Job summary

OPTIMUM SOLUTIONS (SINGAPORE) PTE LTD is looking for an IT Support Analyst to be the first point of contact for stakeholders. You will handle inbound calls, emails and tickets, log queries accurately, and ensure timely resolution in line with SLAs.

You will provide direct application and system support, perform troubleshooting, collaborate with internal teams and vendors, conduct functional testing, and use AI-powered tools to streamline ticketing, updates, and documentation, driving continuous

Qualifications

• Diploma or Bachelor in IT/CS or equivalent work experience.
• Experience in application support or IT operations.
• Proficient in MS Office tools, especially Outlook, Word, PowerPoint and Excel.
• Working knowledge of Microsoft Dynamics is a strong advantage.
• Familiarity with ITIL framework and service management principles.
• Experience with Generative AI tools (ChatGPT, Copilot) for communications and ticket summaries.
• Strong communication and stakeholder engagement skills; ownership of issues.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Serve as a first point of contact for stakeholders, handling inbound calls, emails, and ticketing system requests professionally and efficiently, ensuring queries and issues are accurately logged and addressed.
• Provide direct application and system support, including issue analysis, troubleshooting, and resolution via various channels, ensuring timely assignment and resolution in accordance with SLAs.
• Monitor and manage support tickets, escalating issues to the appropriate teams where necessary and following up to ensure closure.
• Collaborate with internal teams and external vendors to analyse, test, and suggest enhancements to existing systems and processes.
• Perform functional testing before deploying changes to production environments.
• Assist in preparing communications to users regarding system updates, service changes, and scheduled disruptions.
• Leverage AI-powered tools to streamline routine support tasks such as ticket categorisation, routing, and status updates, and contribute to the team's continuous improvement efforts.
• Contribute to the continuous improvement of support processes, workflows, and documentation quality.

Skills

Communication skills

Interpersonal skills

Ownership of issues

Multi-tasking

Service mindset

Education

Diploma or Bachelor's degree in Information Technology or Computer Science

Tools

Microsoft Office Suite (Outlook, Word, PowerPoint, Excel)

Microsoft Dynamics

AI-powered troubleshooting tools

Job description

Key Responsibilities

• Serve as a first point of contact for stakeholders, handling inbound calls, emails, and ticketing system requests professionally and efficiently, ensuring queries and issues are accurately logged and addressed
• Provide direct application and system support, including issue analysis, troubleshooting, and resolution via various channels (e.g., phone, email, ticketing system), ensuring timely assignment and resolution in accordance with service level agreements (SLAs)
• Monitor and manage support tickets, escalating issues to the appropriate teams where necessary and following up to ensure closure
• Collaborate with internal teams and external vendors to analyse, test, and suggest enhancements to existing systems and processes
• Perform functional testing before deploying changes to production environments
• Assist in preparing communications to users regarding system updates, service changes, and scheduled disruptions
• Leverage AI-powered tools to streamline routine support tasks such as ticket categorisation, routing, and status updates, and contribute to the team's continuous improvement efforts
• Contribute to the continuous improvement of support processes, workflows, and documentation quality

JOB REQUIREMENTS

To be successful in this role, you should have:

• A Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
• Prior experience in application support or IT operations in a technology-related environment
• Proficiency in MS Office tools, especially Outlook, Word, PowerPoint, and Excel
• Working knowledge of Microsoft Dynamics will be a strong advantage
• Basic familiarity with the ITIL framework and service management principles
• Familiarity with using AI-powered tools to assist in troubleshooting and issue resolution, such as leveraging chatbots or AI-assisted knowledge bases to identify solutions more efficiently
• Ability to use Generative AI tools (e.g., ChatGPT, Microsoft Copilot) to draft communications, summarise tickets, and generate support documentation
• A hands-on, service-oriented mindset with a willingness to take ownership of support issues through to resolution
• Strong interpersonal and communication skills (written and verbal), with the ability to engage stakeholders across technical and non-technical domains, including over the phone
• A proactive, resourceful, and self-motivated approach, with the ability to manage multiple tasks in a fast-paced environment