Lead Service Desk Engineer: Elevate L1 Support & Mentorship
SHINY PEOPLE HR CONSULTANCY PTE. LTD.
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Job summary
SHINY PEOPLE HR CONSULTANCY PTE. LTD. is seeking an experienced L1 Engineer who can lead the Level 1 support queue, mentor junior engineers and keep service quality on track.
You will own daily L1 triage, monitor SLAs, and handle more complex L1 troubleshooting issues across Windows/macOS, Outlook, printers and endpoints. Join us to drive knowledge sharing, refine SOPs, and contribute to reporting while remaining calm and organized under pressure, guiding the team toward consistent, high-quality
Qualifications
- 2–4 years service desk / desktop support experience.
- Experience in ticket triage and SLA-driven environments.
- Strong troubleshooting skills.
- Able to mentor or guide junior engineers.
- Good communication and stakeholder management skills.
- Able to remain calm and organized under pressure.
Responsibilities
- Lead daily L1 ticket triage & prioritisation.
- Monitor SLA, backlog & ticket quality.
- Handle more complex L1 troubleshooting issues.
- Troubleshoot Windows/macOS, Outlook, printers & endpoint issues.
- Provide Microsoft 365 admin-lite support.
- Coach and mentor junior L1 engineers.
- Review escalations and ensure proper troubleshooting evidence.
- Improve SOPs, knowledge base & support processes.
- Identify recurring issues and recommend preventive solutions.
- Support IT asset & inventory governance.
- Provide service reporting and escalation updates.
Skills
Education
Job description
SHINY PEOPLE HR CONSULTANCY PTE. LTD. is seeking an experienced L1 Engineer who can lead the Level 1 support queue, mentor junior engineers and keep service quality on track.
You will own daily L1 triage, monitor SLAs, and handle more complex L1 troubleshooting issues across Windows/macOS, Outlook, printers and endpoints. Join us to drive knowledge sharing, refine SOPs, and contribute to reporting while remaining calm and organized under pressure, guiding the team toward consistent, high-quality
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