Senior Engineer (Level 1 Lead) - Service Desk Lead

john ethans international pte. ltd.; Singapore; Hybrid; SGD 42,000 - 70,000; Full time

Benefits offered by this job

Work-model flexibility

Job summary

john ethans international pte. ltd. seeks a Level1 Lead to own and stabilize the Level1 servicedesk experience by leading triage, mentoring junior engineers, and driving SLA hygiene.

The role ensures high-quality escalations to Level 2 with strong evidence and improves knowledge and SOPs for repeat incident reduction. Responsibilities include daily queue triage, complex Level1 case handling, MS365 lite tasks, and knowledgebase maintenance.

Qualifications

• Diploma or equivalent in Information Technology/Computer Science (or relevant experience).
• 2-4 years in servicedesk/desktopsupport with SLA environments and ticket triage.
• Experience acting as shift lead, team lead, or escalation point preferred.

Responsibilities

• Lead daily Level 1 queue triage: prioritize, assign, and manage workload to hit SLA targets.
• Handle complex Level 1 cases requiring deeper troubleshooting depth.
• Perform Microsoft 365 admin-lite tasks and troubleshoot common identity/access issues at L1 boundary.
• Maintain and improve knowledgebase articles and SOPs; coach L1 engineers on quality and consistency.
• Reduce repeat incidents by identifying patterns and proposing fixes (standard configs, preventative checks, user guidance).
• Escalate to Level 2 with complete evidence (logs, reproduction steps, impact summary) and act as escalation quality gate.
• Support IT asset tagging and inventory governance; ensure records are accurate and auditable.
• Provide service reporting inputs (top categories, recurring issues, SLA risks) to Service Delivery Lead.

Skills

Advanced troubleshooting

Windows/macOS

Outlook troubleshooting

Endpoint tuning

Servicedesk lead

SLA management

Mentoring

KB writing

MS365 Lite

Identity management

Coaching juniors

Education

Diploma in IT/CS

Tools

Confluence

SharePoint

Service portal KB

MS 365 Admin Center

Exchange troubleshooting

Job description

Rolelevel: Level1Lead(FrontlineLead/TriageOwner)

Typicalexperience: 2-4years

Reportingto: ServiceDeliveryLead/CustomerSuccessLead(asassigned)

Workmodel: Onsite/Remote/Hybrid(basedoncustomerdeployment);mayrequirerosterforafter-office support where contracted

Rolepurpose

OwnandstabilizetheLevel1servicedeskexperiencebyleadingtriage,improvingfirst-contactresolution, mentoring junior engineers, and driving SLA hygiene. Ensure escalations to Level 2 are high quality and reduce repeat incidents through knowledge and SOP improvements.

Keyresponsibilities

• LeaddailyLevel1queuetriage:prioritize,assign,andmanageworkloadtohitSLAtargets.
• HandlecomplexLevel1casesrequiringstrongertroubleshootingdepth(mailprofiles,recurringuser issues, endpoint tuning).
• PerformMicrosoft365admin-litetaskswherepermitted(user/group/licensesupport)andtroubleshoot common identity/access issues at L1 boundary.
• MaintainandimproveknowledgebasearticlesandSOPs;coachL1engineersonqualityandconsistency.
• Reducerepeatincidentsbyidentifyingpatternsandproposingfixes(standardconfigs,preventative checks, user guidance).
• EscalatetoLevel2withcompleteevidence(logs,reproductionsteps,impactsummary)andactas escalation quality gate.
• SupportITassettaggingandinventorygovernance;ensurerecordsareaccurateandauditable.
• Provideservicereportinginputs(topcategories,recurringissues,SLArisks)toServiceDeliveryLead.

Scopecoverage(service-aligned)

• AllLevel1scopecoverage(end-userdevices,OSbasics,productivitytools,basicconnectivity,initial security triage).
• L1triageownershipandservicequalitycontrol(queuediscipline,SLAhygiene,escalationquality).
• Microsoft365admin-lite(user/group/licensesupport)wheredelegated.
• Mailprofiletroubleshooting(POP/IMAP/Outlook),printerdriver/queuesupport,anddeeperendpoint tuning within L1 boundary.
• KnowledgebaseandSOPdevelopment;mentoringandon-the-jobenablementforL1engineers.

Requiredtechnicalskillsets

• AdvancedL1troubleshooting
• StrongerWindows/macOStroubleshootingdepth;commonroot-causeidentificationatendpoint level
• Outlookprofile/mailboxconfigurationtroubleshooting;printerqueue/drivermanagement
• Endpointperformancetuningandcommonstabilityfixes
• Servicedeskleadership
• Triageandprioritization,SLAmanagement,andescalationgovernance
• Coaching/mentoringjuniorengineers;qualityassuranceontickets
• KnowledgebasecurationandSOPwriting
• Productivity&identity
• Microsoft365admin-lite:users,groups,licenses(withindelegatedscope)
• Basicidentity/accesstroubleshootingandsecurehandlingofaccountrequests

Tools&platformsexposure

• Ticketingplatformreportingviews(SLAdashboards,queueanalytics)
• Remotesupport+endpointmanagementtools(customerdependent)
• Microsoft365AdminCenter(delegated)andExchangetroubleshootingbasics(usercontext)
• Knowledgebasetooling(Confluence/SharePoint/ServiceportalKB)

Behavioural&serviceskillsets

• Leadershipwithoutego:calmunderpressure,abletocoordinateandcoach.
• Strongstakeholdercommunication:explainsissuesandnextstepsclearlytousersandcustomerIT.
• Qualitymindset:caresaboutrepeat-issueeliminationanddocumentationstandards.
• Decision-making:knowswhattofix,whattodefer,andwhattoescalate.

Education&experiencerequirements

• DiplomaorequivalentinInformationTechnology/ComputerScience(orrelevantexperience).
• 2-4yearsinservicedesk/desktopsupport,withexposuretoSLAenvironmentsandtickettriage.
• Experienceactingasshiftlead,teamlead,orescalationpointispreferred.

Certifications(preferred/nice-to-have)

• ITILFoundation(preferred)
• Microsoft365Fundamentals(MS-900)orequivalent(preferred)
• CompTIANetwork+(nice-to-have)

Successmeasures(KPIs)

• TeamSLAcompliance(responseandresolution)andbackloghealth
• First-contactresolutionimprovementandreductioninunnecessaryescalations
• TicketqualityconsistencyacrossL1(auditscore)
• Knowledgebaseadoptionandreductionofrepeatincidents
• CSATandpartner/customerfeedback

Workingnotes

Thisroleisakeycontrolpointforservicequality.TheL1Leadshouldactivelydrivestandards,ensure escalations are actionable, and create operational stability for customers and partners.