Remote IT Service Desk Engineer

RAPSYS TECHNOLOGIES PTE LTD; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE LTD in Singapore is looking for a dedicated Servicedesk Engineer to join our IT support team. The role focuses on delivering first level remote support, handling user queries and incidents, and ensuring timely resolution in line with service levels.

You will perform initial troubleshooting, provide updates to customers, and escalate to 2nd level when required, maintaining case ownership and customer satisfaction.

Qualifications

• Min Diploma in IT related fields.
• Min 1 year End user support experience, Desktop or Technical Service Desk.
• Customer Service Experience in nontech call center environment will not be considered.
• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support.

Responsibilities

• The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)
• 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 and complete relevant information is recorded
• Manage customer expectations and notify Team Leadin 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

Skills

End user support

Troubleshooting

Communication skills

Customer service

Education

Diploma in IT or related fields

Tools

Active Directory

MS Outlook

Mobile device support

Job description

RAPSYS TECHNOLOGIES PTE LTD in Singapore is looking for a dedicated Servicedesk Engineer to join our IT support team. The role focuses on delivering first level remote support, handling user queries and incidents, and ensuring timely resolution in line with service levels.

You will perform initial troubleshooting, provide updates to customers, and escalate to 2nd level when required, maintaining case ownership and customer satisfaction.