Senior/Junior Service Desk Engineer

ITCAN PTE. LIMITED; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

A technology solutions provider based in Singapore seeks a 1st Level IT Support Representative. The role involves providing technical support via phone and remote tools, troubleshooting incidents, and ensuring timely communication with users. Ideal candidates should have a minimum of one year experience in end-user support, be proficient in English, and possess knowledge of various computing devices and basic networking concepts. CompTIA A+ certification is preferred. This position requires strong customer service skills and technical proficiency.

Qualifications

• Minimum 1 year of end-user support experience, preferably in a technical service desk.
• Experience with Windows, Active Directory, and Microsoft Office.
• Basic understanding of ITIL framework.

Responsibilities

• Provide 1st Level IT Support through Phone and Remote-Control.
• Perform first-level troubleshooting and elevate incidents as necessary.
• Log, track and prioritize all support requests accurately.

Skills

Proficiency in English

Technical support

Customer service orientation

Basic understanding of networking concepts

Knowledge of hardware and peripherals

Education

CompTIA A+ certification

Tools

Windows Operating Systems

Active Directory

Microsoft Office applications

Job description

Responsibilities

• Provide 1st Level IT Support, via Phone and Remote-Control tool, to manage users’ incidents and queries 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 accurate and complete relevant information is recorded.
• Manage customer expectations and notify Team Lead in 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.
• Log, track and priorities all support request using the ticking system, ensuring accurate documentation and timely resolution.

Qualifications

• All deliverables and correspondence be written in readily comprehensible English Language.
• The Service Desk representatives shall be proficient in written and spoken English to provide instructions, offer advisory services, training and any other submissions as required.

Pre‑requisites

• To have a minimum of 1‑year end‑user support experience, desktop or technical service desk. This requirement does not include those with Customer Service Experience in a non‑technical call center environment.
• To have the relevant Technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.
• To complete the Pre‑Interview Assessment Test. Candidate to score >50% to pass.
• Preferably with CompTIA A+ certification.
• Good understanding on Hardware and peripherals.
• Experience in supporting WIFI/LAN Connectivity.
• Understanding of fundamental networking concepts (TCP/IP, DNS, DHCP, VPN).
• Customer service orientation and patience when dealing with non‑technical users.
• Basic Understanding of ITIL framework.