Senior desktop Engineer

ITCAN Pte Limited; Singapore; On-site; SGD 30,000 - 50,000; Full time

Job summary

A technology services company in Singapore is seeking a Desktop Support Specialist to provide first-level IT support. Responsibilities include resolving customer issues, managing help requests, and maintaining compliance with operational standards. Ideal candidates will have at least 3 years of desktop support experience and familiarity with Microsoft Windows 10 and Office 365. Certifications in Microsoft 365 and Azure are preferred.

Qualifications

• Minimum ITE/Diploma with 3 years experience in desktop support.
• Experience in Microsoft Windows 10 and Office 365 is required.
• Previous IT helpdesk or call center support experience is an advantage.

Responsibilities

• Guide the team in resolving escalated incidents.
• Perform desktop support services and prioritize user requests.
• Document and update incident records and work instructions.

Skills

Desktop support

Microsoft Windows 10

Microsoft Office 365

Verbal communication

Written communication

Coordination

Time management

Education

ITE/Diploma

Tools

Remote support tools

Job description

Primary Purpose

This position provides the desktop support for the first contact point for customers, you will be responsible to provide prompt assistance to customers, addressing a range of IT topics and issues. Besides, you will ensure that software, licenses and operations comply with standards.

Responsibilities

• Ability to guide the team and resolve incident escalated by Desktop Support Engineers in confirming the validity of the problem and seeking and researching for known solutions related to these more complex issues.
• Performed Desktop Support services to users
• This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
• Perform imaging/re-imaging
• Perform asset inventories
• Perform technical escalation to 3rd party vendor or resolver groups (where appropriate)
• Updates Incident records
• Creates and updates work instructions (where necessary)
• Document standards and procedures (where necessary)

Requirement

• Min. ITE/Diploma graduate with 3 years experience in desktop support
• Min 3 years experience in Microsoft Windows 10 and Microsoft Office 365
• Clear Spoken & Written English.
• possess at least one (1) of the following certifications or their equivalent:
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Azure Administrator Associate;
• Microsoft Certified: Azure Security Engineer Associate.
• Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages
• Demonstrate knowledge in the support of workstations, and related components
• Good verbal and written communication skills
• Good coordination skills
• Ability to prioritize effectively and work with a sense of urgency
• Effectively communicates with teammates and managers