Service Desk Engineer/IT help Desk

U3 INFOTECH PTE. LTD.; Singapore; On-site; SGD 40,000 - 65,000; Full time

Job summary

U3 INFOTECH PTE. LTD. in Singapore seeks a Service Desk Engineer to act as SME for assigned products, applications, and domains.

You will provide FCR support via phone, email, and remote tools, perform Level 1 troubleshooting, classify incidents, and escalate when needed, owning incidents until closure with clear documentation. Responsibilities include administering the Microsoft 365 ecosystem, supporting Windows OS and Active Directory, and ensuring timely updates to users while managing

Qualifications

• Provide first call resolution (FCR) support via phone, email, and remote access.
• Perform Level 1 troubleshooting and incident classification.
• Escalate to resolver groups when required.
• Maintain end-to-end ownership with accurate documentation.
• Provide timely status updates to end users and stakeholders.

Responsibilities

• Provide First Call Resolution (FCR) support via phone, email, and remote access tools.
• Perform Level 1 troubleshooting, incident classification, prioritization, and escalation to resolver groups when required.
• Maintain end-to-end ownership of incidents until closure with accurate documentation.
• Provide timely and clear status updates to end users and stakeholders.
• Manage customer expectations and escape surge or critical issues to the Team Lead.

Skills

Customer support

Troubleshooting

Communication

Escalation management

Tools

Microsoft 365 Admin

Active Directory

Windows OS

Wi-Fi & LAN

VPN

macOS support

Job description

The Service Desk Engineer serves as a Subject Matter Expert (SME) within the service desk team, acting as the primary escalation and knowledge point for assigned products, applications, or domains.

Service Desk & Incident Support

• Provide First Call Resolution (FCR) support via phone, email, and remote access tools
• Perform Level 1 troubleshooting, incident classification, prioritization, and escalation to resolver groups when required
• Maintain end-to-end ownership of incidents until closure with accurate documentation
• Provide timely and clear status updates to end users and stakeholders
• Manage customer expectations and escape surge or critical issues to the Team Lead

Microsoft 365 Administration & Support

Support, troubleshoot, and administer Microsoft 365 ecosystem, including:

• Outlook, Office Apps
• Teams, OneDrive, SharePoint
• Copilot
• Intune (basic device/app support)
• Manage user accounts, mailboxes, licenses, and access using M365 Admin portals
• Monitor service health and respond to M365-related incidents

Hands-on experience supporting:

• Desktops, laptops, tablets, and smartphones
• Windows OS and Active Directory
• Microsoft 365 applications and services

Preferred Skills & Experience

• VPN and macOS support knowledge
• Strong understanding of hardware, peripherals, and accessories
• Experience supporting Wi‑Fi and LAN connectivity