Service Desk Engineer | Shift | Active Hiring

Alphaeus Pte Ltd; Singapore; Presencial; SGD 36.000 - 48.000; Jornada completa

Descripción de la vacante

Alphaeus Pte Ltd is seeking an IT Service Desk Engineer to provide first-call resolution support via phone and email. You will handle technical issues, perform initial troubleshooting, and ensure timely resolution or escalation of incidents.

The ideal candidate has at least 1 year of End-User/ Desktop/ Technical Service Desk experience and working knowledge of Windows OS, Active Directory, Outlook, and mobile devices. Rotation shifts, including weekends and public holidays, are required.

Formación

• Minimum Nitec in IT or related field.
• Minimum 1 year of experience in End-User Support, Desktop Support, or Technical Service Desk.
• Working knowledge of Windows OS, Active Directory, Microsoft Outlook, and mobile device support.
• Willingness to work rotating shifts, including weekends and public holidays.

Responsabilidades

• Provide First Call Resolution (FCR) support through phone and email.
• Ensure timely response to incoming calls and emails.
• Perform Level 1 troubleshooting and escalate issues as per SOPs.
• Submit timely updates to customers on the status of reported issues.
• Maintain ownership of cases and follow through until closure.
• Record accurate and complete incident details.
• Handle incident classification and prioritization.
• Monitor and track progress of incidents, providing regular status updates.
• Alert Team Lead of unusual spikes in specific incident types.

Conocimientos

End-User Support

Desktop Support

Technical Service Desk

Communication

Problem-solving

Rotating shifts

Educación

Nitec in IT or related field

Herramientas

Windows OS

Active Directory

Microsoft Outlook

Mobile device support

Descripción del empleo

We are looking for a dedicated and service-oriented IT Service Desk Engineer to provide first-call resolution support via phone and email. You will handle technical issues, perform initial troubleshooting, and ensure timely resolution or escalation of incidents.

Responsibilities:

• Provide First Call Resolution (FCR) support through phone and email

• Ensure timely response to incoming calls and emails

• Perform Level 1 troubleshooting and elevate issues as per SOPs

• Submit timely updates to customers on the status of reported issues

• Maintain ownership of cases and follow through until closure

• Record accurate and complete incident details

• Handle incident classification and prioritization

• Monitor and track progress of incidents, providing regular status updates

• Alert Team Lead of unusual spikes in specific incident types

Requirements:

• Minimum Nitec in IT or related field

• Minimum 1 year of experience in End-User Support, Desktop Support, or Technical Service Desk

• Working knowledge of: Windows Operating Systems, Active Directory (account administration), Microsoft Outlook, Mobile device support

• Strong communication and problem-solving skill

• Must be willing to work on rotating shifts, including weekends and public holidays.