Senior Deskside Support Engineer

People Profilers; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

An established industry player seeks a dedicated IT Support Specialist to manage VIP user requirements and ensure seamless service delivery. In this role, you will assess technical issues, provide troubleshooting support, and maintain documentation to enhance user experience. The ideal candidate will possess strong communication skills and a minimum of 5 years of end user support experience. This is a one-year renewable contract, offering a unique opportunity to contribute to a dynamic team while developing your career in IT support. Join a forward-thinking company and make a significant impact on user satisfaction.

Qualifications

• Minimum 5 years of end user experience required.
• Experience in leading a small team is a plus.

Responsibilities

• Assess and prioritize VIP user requirements and incidents.
• Provide technical support and troubleshooting for hardware and software.
• Create and maintain technical documentation for user guidance.

Skills

End User Support

Technical Troubleshooting

Communication Skills

Team Leadership

Documentation Skills

Education

Diploma in IT

Tools

IT Helpdesk Software

Job description

Responsibilities

• Assess VIP or general user requirement and escalate VIP issues for quick resolution
• Work with service delivery to remediate and escalate internally any VIP tickets/incidents
• Prioritize VIP tickets/incidents over general user incidents/tickets
• Address user concerns regarding hardware, software and networking basis the documentation and other material provided by Client for their existing systems and applications
• Guide users with simple, step-by-step instructions
• Perform handovers and collection of devices and perform onboarding and de boarding activities at the time of handover basis the checklist provided by Client
• Conduct remote and VIP troubleshooting
• Diagnose technical issues and solutions in logs
• Follow up with clients to ensure their systems are functional
• Help create and update technical documentation and manuals
• provide Client with customer/ client experience in accordance with the service levels as agreed in this SOW
• Perform administrative support duties as required to meet specific operational objectives
• Provide assistance and support to colleagues in IT-related matters
• Set up and configure new laptops and desktops and ensure other account provisioning activities prior to end user device handover
• Coordinate with vendor and ensure repairs are processed
• Own incidents involving DaaS devices & maintain end to end tracking
• Create and maintain concise documentation to lower the possibility of a repeat problem and Educate user so they can troubleshoot issue by itself and maintain within time frame
• Call logging, allocation, status updating in the IT helpdesk software and follow existing customers ITSM
• Ensure customer satisfaction by responding to open tickets within the SLA
• Possess reasonable knowledge on troubleshooting of Windows related issues
• Attending the day-to-day calls and ensure closure in reasonable timeframes.
• Creation and Management of User profiles

Requirements

• Possess at least Diploma in IT or equivalent
• Minimum 5 years of end user experience is required
• Experience in leading a small team
• Good communications skills

Please note that this is a 1 year renewable contract.

We regret that only shortlisted candidates will be notified.

Berlyn Lum Miao Yu

Registration Number: R1766577

EA License Number: 02C4944

People Profilers Pte Ltd, 20 Cecil St, #08-09, PLUS Building, Singapore 049705

http://www.peopleprofilers.com