Ops Support Executive, Digital Care

NCS Group; Singapore; On-site; SGD 32,000 - 45,000; Full time

Job summary

NCS Group in Singapore is seeking a technical support professional to provide first call resolution via phone and email. Responsibilities include troubleshooting incidents, logging support requests, and maintaining ownership of cases until closure.

The successful candidate will have at least 1 year of relevant support experience, technical skills in IT systems, and a customer-service orientation. CompTIA A+ certification is preferred.

Qualifications

• Minimum of 1-year end-user support experience in a technical environment.
• Relevant skills in supporting desktops, notebooks, tablets, and smartphones.
• Good understanding of hardware and peripherals.
• Experience supporting WIFI/LAN connectivity.
• Basic understanding of ITIL framework.

Responsibilities

• Provide technical support via phone and email.
• Perform first level troubleshooting on incidents.
• Log and track support requests using a ticketing system.
• Maintain ownership of cases until closure.

Skills

End-user support experience

Windows Operating Systems

Active Directory

Microsoft Office applications

Networking concepts (TCP/IP, DNS, DHCP, VPN)

Customer-service orientation

Education

CompTIA A+ certification

Job description

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 prioritize all support request using the ticketing system, ensuring accurate documentation and timely resolution.

Qualifications

• 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.
• 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 of 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 hours: 7:30am to 9pm (rotating shift) inclusive of Mon – Fri, weekends and public holidays.
• Security clearance required.
• Singaporean.