Service Desk Engineer L2

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A technology solutions provider in Singapore is seeking a Service Desk Engineer L2 to provide 24x7 support. The role includes troubleshooting IT-related problems via phone and email, with flexibility for shift work. Candidates should have 2-3 years of experience in IT Service Desk and possess strong knowledge of Microsoft operating systems.

Qualifications

• 2-3 years previous IT Service Desk and/or Call Centre experience required.
• Strong knowledge of Microsoft based operating systems, with emphasis on Windows and Office.
• ITIL Knowledge will be a plus.

Responsibilities

• Provides 24x7 Service Desk support as defined by first response/Tier 2 support.
• Provides phone and e-mail support. First point of contact for troubleshooting all IT related problems.
• Flexible to work in shifts.

Job description

Overview

Role: Service Desk Engineer L2

JD:

Responsibilities

• Provides 24x7 Service Desk support as defined by first response/Tier 2 support.
• Provides phone and e-mail support. First point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.
• Required to perform 24x7 shift work in support of operational IT related mission/after duty hours on call/emergency requirements.
• Flexible to work in shifts.

Core Competencies

• Analysing, Expertise and Technology
• Delivering Results and Meeting Customer Expectations
• Achieving Personal Work Goals and Objectives
• Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities

Experience/Knowledge & Skills

• Excellent communication skills and telephone manner. (Interpersonal skills, with a focus on listening and questioning skills)
• 2-3 years previous IT Service Desk and/or Call Centre experience required.
• Managing incidents including business expectations and communication.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows and Office.
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) that has authorized access to the network.
• When the restoration is beyond the scope of the Service Desk Agent, escalate the issue/problem to proper tier 2 and 3 support team members.
• Develop trends by monitoring and analyzing incoming calls, problems and support requests.
• Perform post-resolution follow ups to help requests.
• Reinforce SLAs to manage end-user expectations.
• ITIL Knowledge will be a plus.