Operation Support Engineer (L1)

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; Vor Ort; SGD 36.000 - 48.000; Vollzeit

Zusammenfassung

RAPSYS TECHNOLOGIES PTE. LTD. in Singapore seeks an Operation Support Engineer (L1) to act as the first touchpoint for stakeholders, handling calls, emails, and ticket requests with professionalism.

You will provide direct application and system support, analyze issues, and ensure timely resolution per SLAs. You will monitor tickets, escalate where needed, and collaborate with internal teams and vendors to enhance systems.

Qualifikationen

• Diploma or Bachelor’s degree in IT, CS or related field, or equivalent work experience.
• Experience in application support or IT operations in a tech environment.
• Strong MS Office proficiency (Outlook, Word, PowerPoint, Excel).
• Microsoft Dynamics is a plus and helpful for this role.
• Familiarity with ITIL framework and service management principles.
• Experience using AI-powered tools to assist troubleshooting and resolution.
• Ability to draft communications and summaries using Generative AI tools.
• Proactive, service-oriented mindset with ownership of issues to resolution.
• Strong interpersonal and communication skills across technical and non-technical audiences.

Aufgaben

• Serve as first point of contact for stakeholders via calls, emails, and tickets.
• Provide application and system support with issue analysis and resolution.
• Monitor support tickets and escalate to ensure timely closure.
• Collaborate with internal teams and vendors to analyse and enhance systems.
• Perform functional testing before deploying changes to production.
• Prepare communications to users regarding updates and disruptions.
• Leverage AI-powered tools to streamline routing, categorisation, and status updates.
• Contribute to continuous improvement of support processes and documentation.

Kenntnisse

Communication skills

MS Office proficiency

Application support

IT operations

ITIL familiarity

AI tools familiarity

Generative AI tools

Stakeholder engagement

Multi-tasking

Ausbildung

IT-related degree (Diploma or Bachelors)

Tools

Microsoft Dynamics

Ticketing systems

Jobbeschreibung

Role: Operation Support Engineer (L1)
Work Location: EDB Singapore / 250 North Bridge Road / #22-00, Raffles City Tower, S (179101)

JD: 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 teams 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 Bachelors 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