Ops Support Engineer: AI-Powered IT Troubleshooter

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; Sur place; SGD 36 000 - 48 000; Plein temps

Résumé du poste

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.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Communication skills

MS Office proficiency

Application support

IT operations

ITIL familiarity

AI tools familiarity

Generative AI tools

Stakeholder engagement

Multi-tasking

Formation

IT-related degree (Diploma or Bachelors)

Outils

Microsoft Dynamics

Ticketing systems

Description du poste

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.