Operation Support Engineer (L1) - #1695

JOBSTER PRIVATE LTD.; Singapore; On-site; SGD 50,000 - 84,000; Full time

Job summary

JOBSTER PRIVATE LTD. in Singapore is seeking an application support specialist to act as the primary contact for stakeholders, handling requests via calls, emails, and the ticketing system. You will analyze issues, troubleshoot, and ensure timely resolution within SLAs.

The role requires experience in IT operations, proficiency with MS Office, and familiarity with AI-powered tools and Microsoft Dynamics. You’ll contribute to process improvements and documentation while working in a fast-paced

Qualifications

• Diploma or Bachelor’s degree in IT/CS or equivalent work experience
• Prior experience in application support or IT operations
• Proficiency in MS Office tools incl. Outlook, Word, PowerPoint, Excel
• Working knowledge of Microsoft Dynamics
• Basic familiarity with ITIL service management principles
• Familiarity with AI-powered troubleshooting tools and chatbots
• Ability to draft communications using Generative AI tools like ChatGPT or Copilot
• Hands-on, service-oriented mindset with ownership of issues
• Strong written and verbal communication across technical and non-technical audiences
• Able to manage multiple tasks in a fast-paced environment

Responsibilities

• Serve as first point of contact for stakeholders via calls, emails, and ticketing requests
• Provide application and system support with issue analysis, troubleshooting, and resolution
• Monitor and manage support tickets; escalate and follow up to closure
• Collaborate with internal teams and vendors to analyze and improve systems
• Perform functional testing before production deployments
• Prepare communications about system updates and changes
• Leverage AI tools to streamline ticketing tasks and improve workflows
• Contribute to ongoing improvement of support processes and documentation

Skills

IT support

Customer service

Troubleshooting

Generative AI

Communication

Education

Diploma or Bachelor’s in IT/CS

Tools

MS Office (Outlook, Word, PowerPoint, Excel)

Microsoft Dynamics

ITIL knowledge

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