Senior Engineer – Level 1 Lead | Service Desk Lead

SHINY PEOPLE HR CONSULTANCY PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

SHINY PEOPLE HR CONSULTANCY PTE. LTD. is seeking an experienced L1 Engineer who can lead the Level 1 support queue, mentor junior engineers and keep service quality on track.

You will own daily L1 triage, monitor SLAs, and handle more complex L1 troubleshooting issues across Windows/macOS, Outlook, printers and endpoints. Join us to drive knowledge sharing, refine SOPs, and contribute to reporting while remaining calm and organized under pressure, guiding the team toward consistent, high-quality

Qualifications

• 2–4 years service desk / desktop support experience.
• Experience in ticket triage and SLA-driven environments.
• Strong troubleshooting skills.
• Able to mentor or guide junior engineers.
• Good communication and stakeholder management skills.
• Able to remain calm and organized under pressure.

Responsibilities

• Lead daily L1 ticket triage & prioritisation.
• Monitor SLA, backlog & ticket quality.
• Handle more complex L1 troubleshooting issues.
• Troubleshoot Windows/macOS, Outlook, printers & endpoint issues.
• Provide Microsoft 365 admin-lite support.
• Coach and mentor junior L1 engineers.
• Review escalations and ensure proper troubleshooting evidence.
• Improve SOPs, knowledge base & support processes.
• Identify recurring issues and recommend preventive solutions.
• Support IT asset & inventory governance.
• Provide service reporting and escalation updates.

Skills

Service desk

Troubleshooting

Mentoring

Stakeholder management

Communication

Education

ITIL Foundation

MS-900 / Microsoft 365 experience

CompTIA Network+

Job description

Looking for an experienced L1 Engineer / Service Desk Lead to take ownership of the Level 1 support queue, mentor junior engineers and keep service quality on track.

JOB DESCRIPTION:

• Lead daily L1 ticket triage & prioritisation
• Monitor SLA, backlog & ticket quality
• Handle more complex L1 troubleshooting issues
• Troubleshoot Windows/macOS, Outlook, printers & endpoint issues
• Provide Microsoft 365 admin-lite support
• Coach and mentor junior L1 engineers
• Review escalations and ensure proper troubleshooting evidence
• Improve SOPs, knowledge base & support processes
• Identify recurring issues and recommend preventive solutions
• Support IT asset & inventory governance
• Provide service reporting and escalation updates

REQUIREMENTS:

• 2–4 years service desk / desktop support experience
• Experience in ticket triage / SLA-driven environments
• Strong troubleshooting skills
• Comfortable mentoring or guiding junior engineers
• Good communication and stakeholder management skills
• Able to remain calm and organised under pressure

Nice to have: ITIL Foundation, MS-900 / Microsoft 365 experience, CompTIA Network+

Ideal for: An experienced L1 Engineer who is ready to take the next step into a Lead / Senior support role.