Operation Support Engineer (L1)

Rapsys Technologies Pte Ltd.; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

Rapsys Technologies Pte Ltd. in Singapore is hiring an Operation Support Engineer (L1) to be the first line of support for stakeholders, handling calls, emails and tickets. You will provide application and system support, analyze issues, and ensure timely resolution within SLAs.

You will collaborate with internal teams and vendors, perform testing before deployments, and help draft user communications. The role requires at least 3 years in IT support, proficiency with MS Office, familiarity with

Qualifications

• Diploma or Bachelor's degree in IT/CS or related field.
• Experience in application support or IT operations.
• Proficiency with MS Office suite (Outlook, Word, PowerPoint, Excel).

Responsibilities

• Serve as first point of contact for stakeholders via calls, emails, and ticketing.
• Provide application and system support, including issue analysis and resolution per SLAs.
• Monitor and manage support tickets, escalate when needed.
• Collaborate with internal teams and vendors to improve systems and processes.
• Perform functional testing before deploying changes to production.
• Prepare communications about updates and disruptions to users.
• Leverage AI-powered tools to streamline tasks and improve service quality.
• Contribute to continuous improvement of processes and documentation.

Skills

Customer support

Communication skills

Problem solving

Time management

Team collaboration

Education

Diploma or Bachelor's in IT/CS or related

Tools

MS Office

MS Dynamics

Ticketing system

ITIL knowledge

AI tools

Job description

We're Hiring: Operation Support Engineer (L1)!

We are searching for a dedicated Operation Support Engineer (L1) to join our team in Singapore. The ideal candidate will bring at least 3 years of experience providing technical support, troubleshooting operational issues, and ensuring seamless day-to-day operations. If you thrive in a dynamic environment and have a passion for problem-solving, we'd love to hear from you!

Location: Singapore, Singapore
Work Mode: Work from Office
Role: Operation Support Engineer (L1)

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