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 seeking an Operations Support Engineer (L1) to join our team. You will handle inbound calls, emails, and tickets, provide application and system support, and ensure issues are logged and resolved in line with SLAs.

The ideal candidate has a Diploma or Bachelor’s in IT or a related field, hands-on IT operations experience, strong MS Office skills, familiarity with ITIL and Microsoft Dynamics, and comfort using Generative AI tools to draft communications

Qualifications

• Diploma or Bachelor’s in IT or related field.
• 3+ years in application support or IT operations.
• Proficient in MS Office (Outlook, Word, Excel).
• Familiar with ITIL and service management.
• Experience with AI-assisted troubleshooting is a plus.

Responsibilities

• Handle inbound calls, emails, and tickets professionally.
• Provide application and system support and troubleshoot issues.
• Log queries accurately and ensure timely resolution per SLAs.
• Collaborate with internal teams and vendors to improve systems.
• Test changes in production environments before deployment.
• Draft communications and generate knowledge articles using AI tools.
• Help improve support processes and documentation.

Skills

IT operations

Customer support

MS Office

AI tools

Communication

Education

Diploma/Bachelor in IT or related field

Tools

Microsoft Dynamics

Ticketing systems

Job description

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!

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