Ops Support Executive, Digital Care

NCS; Singapore; On-site; SGD 25,000 - 40,000; Full time

Benefits offered by this job

CompTIA A+ certification

Job summary

NCS is a leading technology services firm active across the Asia Pacific region, seeking a customer-focused support professional for its service desk in Singapore. You will resolve requests via phone and email, perform initial troubleshooting, and keep customers updated within SLA.

You will own cases, manage expectations, and escalate when needed while working in rotating shifts that cover early to late hours. A technical background in Windows, AD, and Office is preferred.

Qualifications

• Minimum 1 year end-user support experience in a technical environment.
• Strong knowledge of Windows OS, Active Directory, and Microsoft Office.
• Good understanding of hardware and peripherals.
• Experience supporting WIFI/LAN connectivity.
• Understanding of TCP/IP, DNS, DHCP, VPN.
• Customer service orientation and patience with non-technical users.
• Basic understanding of ITIL framework.

Responsibilities

• Provide first call resolution (FCR) technical support via phone and email.
• Perform first-level troubleshooting and escalate to 2nd level resolver groups as per instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within SLA.
• Maintain ownership of cases and follow-up until closure with accurate information.
• Manage customer expectations and notify Team Lead of unusual surge in calls.
• Handle initial classification/prioritization of incidents and track progress of resolution.
• Log, track and prioritize all support requests with accurate documentation.

Skills

Windows OS

Active Directory

Microsoft Office

Hardware & peripherals

WIFI/LAN Connectivity

Networking TCP/IP DNS DHCP VPN

Customer service orientation

ITIL fundamentals

Job description

NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 15,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

Job Description

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
• Perform first level troubleshooting on all reported incidents and elevate incidents to 2nd level resolver groups as per work instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
• Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
• Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
• Log, track and priorities all support request using the ticking system, ensuring accurate documentation and timely resolution.

Qualifications

• To have a minimum of 1-year end-user support experience, desktop or technical service desk. This requirement does not include those with Customer Service Experience in a non-technical call centre environment.
• To have the relevant technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.
• Good understanding on Hardware and peripherals.
• Experience in supporting WIFI/LAN Connectivity
• Understanding of fundamental networking concepts (TCP/IP, DNS, DHCP, VPN)
• Customer service orientation and patience when dealing with non-technical users
• Basic Understanding of ITIL framework

Additional Information

• Preferably with CompTIA A+ certification
• Need to perform rotating shift
• Operating hr: 7.30am to 9pm (rotating shift)
• Inclusive of Mon – Fri, weekends and public holidays
• Security Clearance required

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.