Service Desk Engineer

ARKSTACK PTE. LTD.; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

A technology services company in Singapore seeks a Service Desk Engineer to provide first-line technical support. You will handle incoming service requests, troubleshoot basic issues, and escalate complex problems. This role requires strong technical troubleshooting and customer service skills, as well as a mix of process management capabilities. Join a dynamic team to efficiently resolve client issues and enhance service delivery.

Qualifications

• 1-3 years of experience in a service desk or IT support role.
• Experience in troubleshooting and resolving common IT issues.
• Familiarity with managed services environments.

Responsibilities

• Provide first-level technical support for managed endpoints.
• Log and manage service tickets, ensuring proper documentation.
• Troubleshoot and resolve basic IT issues across devices.

Skills

Technical troubleshooting

Customer service

Process management

Network troubleshooting

Time management

Team collaboration

Education

NITEC in an IT-related discipline

ITIL

CompTIA A+

Microsoft 365 Certified: Modern Desktop Administrator

Tools

Active Directory

AnyDesk

Microsoft 365

Google Workspace

Job description

We are seeking Service Desk Engineer to provide first-line technical support to our clients. you will be responsible for handling incoming service requests, performing basic troubleshooting, and escalating complex issues when necessary. This role merges service desk and L1 engineer functions, requiring a mix of technical troubleshooting, customer service, and process management skills. You will work closely with the Service Desk Manager and the technical team to ensure client issues are resolved efficiently and effectively.

Responsibilities

• Provide first-level technical support for managed endpoints, infrastructure, and cloud services.
• Escalate unresolved issues to higher-level engineers while maintaining communication with the client.
• Log and manage service tickets, ensuring all issues are properly documented and prioritised.
• Troubleshoot and resolve basic IT issues, including network connectivity, hardware, and software configurations.
• Handle user account management tasks, including password resets and account unlocks.
• Provide remote desktop support to users across various devices and platforms.
• Maintain and update the knowledge base with troubleshooting solutions.
• Ensure that all issues are resolved within defined SLAs.
• Contribute to process improvements and documentation updates to enhance service efficiency.

Requirements

Experiences:

• 1-3 years of experience in a service desk or IT support role.
• Experience in troubleshooting and resolving common IT issues (network, hardware, and software).
• Familiarity with managed services environments.
• Experience in user account management and remote desktop support tools.

Technical Skills:

• Basic knowledge of network infrastructure (IP configurations, network troubleshooting).
• Proficiency in operating systems (Windows, macOS) and endpoint management.
• Experience with Active Directory or similar user management tools.
• Familiarity with remote desktop tools (AnyDesk).
• Understanding of Microsoft 365, Google Workspace services.

Soft Skills

• Excellent verbal and written communication skills.
• Strong customer service skills with a client-focused mindset.
• Ability to manage time effectively and prioritize tasks.
• Team collaboration skills with a willingness to learn and grow.

Qualifications:

• Minimum qualification of NITEC in an IT-related discipline, demonstrating a foundational understanding of IT concepts and systems.
• Relevant certifications (ITIL, CompTIA A+ and Microsoft 365 Certified: Modern Desktop Administrator,)