Service Desk Engineer

Goldtech Resources Pte Ltd; Singapore; On-site; SGD 42,000 - 68,000; Full time

Job summary

Goldtech Resources Pte Ltd is seeking a proactive Service Desk Engineer to deliver first-line IT support across enterprise environments, ensuring smooth end-user experience and rapid incident resolution.

You will handle Windows 10/11, Microsoft 365, VPN, printers, and network issues, manage tickets in ITSM, and contribute to security and process compliance while joining shift rotations.

Qualifications

• Diploma or Degree in Information Technology or related discipline.
• Minimum 1 to 3 years of service desk or IT support experience.
• Fresh graduates with strong technical aptitude are welcome to apply.

Responsibilities

• Provide L1 and L2 technical support for desktops, laptops, mobile devices, and business applications.
• Diagnose and resolve issues related to Windows 10/11, Microsoft 365, email, VPN, printers, and network connectivity.
• Manage incident and service request tickets via ITSM tools with full documentation.
• Perform user account administration in Active Directory and Azure AD.
• Support onboarding, offboarding, and asset deployment activities.
• Escalate complex technical issues to infrastructure and application teams.
• Maintain strong communication with users on ticket status and resolution progress.
• Ensure compliance with security, audit, and operational procedures.
• Participate in shift rotation and standby support when required.

Skills

Customer service

Communication

Ownership

Problem solving

Documentation

Teamwork

Education

Diploma or Degree in Information Technology

Tools

ServiceNow

Remedy

Job description

Role Overview

We are seeking a proactive and customer-centric Service Desk Engineer to deliver first-line technical support across enterprise IT environments. This role is the frontline of IT service excellence, ensuring seamless end-user experience, rapid incident resolution, and strict SLA performance.

Key Responsibilities

• Provide L1 and L2 technical support for desktops, laptops, mobile devices, and business applications
• Diagnose and resolve issues related to Windows, Microsoft 365, email, VPN, printers, and network connectivity
• Manage incident and service request tickets via ITSM tools with full documentation
• Perform user account administration in Active Directory and Azure AD
• Support onboarding, offboarding, and asset deployment activities
• Escalate complex technical issues to infrastructure and application teams
• Maintain strong communication with users on ticket status and resolution progress
• Ensure compliance with security, audit, and operational procedures
• Participate in shift rotation and standby support when required

Required Technical Skills

• Strong troubleshooting experience in Windows 10 and 11 environments
• Hands-on exposure to Microsoft 365, Outlook, Teams, and OneDrive
• Basic network knowledge including LAN, WAN, DNS, and VPN
• Familiarity with ITSM platforms such as ServiceNow, Remedy, or equivalent
• Basic knowledge of Active Directory and endpoint management tools
• Experience supporting hardware, printers, and mobile devices

Qualifications and Experience

• Diploma or Degree in Information Technology or related discipline
• Minimum 1 to 3 years of service desk or IT support experience
• Fresh graduates with strong technical aptitude are welcome to apply

Core Competencies

• Strong customer service and communication skills
• High sense of ownership and accountability
• Ability to thrive in fast-paced support environments
• Structured problem solving and documentation discipline
• Team-oriented with strong learning agility