Service Desk Engineer: IT Support & M365 SME

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

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