Service Desk / GAM + Remote Elevated Support

HCLTech; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

HCLTech is seeking an IT Support Engineer to join the Singapore team, providing desktop and end-user support across Windows OS, O365, VPN, and related tools. You will manage incidents, perform root-cause analysis, and ensure timely resolution in a high-availability environment.

The role requires 4+ years in service desk or deskside support, strong communication, and the ability to work in rotating shifts to meet global customer needs. Singapore-based work location preferred.

Qualifications

• Bachelor's degree in engineering, Computer Science, MIS, or related field.
• 4+ years of experience supporting ServiceDesk or Deskside tasks.
• Strong Verbal and Written communication skills; ability to coordinate with customers and teams.

Responsibilities

• Provide end-user support in a 24x7 environment with rotating shifts and weekly offs when required.
• Acknowledge real-time IT infrastructure alerts and drive resolution with cross-functional teams.
• Utilize end-user support tools (RDP and related platforms) to resolve incidents efficiently.
• Configure and optimize devices and endpoints, including Windows OS, Office 365, VPN, and peripherals.
• Lead and participate in ticketing, incident, and change management through the service desk portal.
• Mentor teammates and ensure adherence to service levels and procedures.
• Collaborate with cross-functional teams to implement EUX-related end-user solutions.

Skills

End user support

RDP

O365 support

Windows OS

VPN services

Helpdesk portal

Intune

Endpoint Configuration Manager

Mobile devices support

Education

Bachelor’s degree in engineering, Computer Science, MIS, or related field

Tools

Intune

Endpoint Configuration Manager

Job description

• Must have worked for global customers and ready to work in 24X7 environments. rotating shifts & rotating weekly Offs. Able to use end user support tools like RDP, and/or other support tools.
• Real time acknowledgement and ownership of IT infrastructure alerts. Quickly address the critical alerts and follow up with respective teams till the resolution. Account lockouts, password resets, O365 issues support.
• Must have strong communication skills (Verbal and Written) and the ability to articulate task management, priorities, and issues, participate in customer visits, conference calls, and assisting with defining the scope of services tasks.
• Ensure configurations are optimized to enable monitoring of all related systems for fault/events including outages and performance issues and health checks in accordance with established policies and procedures.
• Knowledge of Windows/Storage/Backup/User Access/Permissions/Networks etc, MS Office products, EzOffice, Using helpdesk portal and administration. Supporting Thinclients / Virtual PCs (VDI) (Windows), Desktop Operating Systems. Knowledge on VPN services, managing EUX inventory.
• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with defined process and standards. Experience with desktop peripherals like Docking stations, monitors, Multi-Function Devices (MFDs)
• Responsible for the implementation, support, administration, upgradation and management of windows Operating systems, MS Office products, etc.
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.
• Identify, log and resolve technical problems with software applications or network systems.
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines. Create, maintain, and distribute reports of progress to senior leadership.
• End-2-end responsibility by opening tickets at the respective Server Maintenance provider portal and actively following up on the activities until a solution is provided to the requestor.
• End-To-End responsibility for time critical tasks, by engaging the appropriate partner to perform the activities.
• Responds to incidents utilizing a variety of communication vehicles including email, bridge calls, conference calls, instant messaging, and one-on-one communications.
• Has experience supporting mobile clients like Ipad, Mobile, Tablets
• Lead a highly technical team tasked with the configuration and management of Intune, Endpoint Configuration Manager, and other Endpoint management tools.
• Lead in the support of end user devices such as tablets, PCs, smartphones, and printers.
• Lead the design and development of programs, scripts, reports, interfaces, distribution packages, images, provisioning templates, policies, procedures, and system configuration.
• Develop and maintain relationships with critical Endpoint management vendors.
• Mentor and coach team members, fostering a collaborative and high-performance culture.
• Ensure proper participation in IT projects where endpoint management expertise is required.
• Drive the adoption and optimization of a variety of PC solutions, aligning with organizational goals and industry best practices.
• Establish and manage processes for the development of technical standards.
• Collaborate with cross-functional teams to integrate EUX solutions into broader IT initiatives.
• Monitor and manage team success in performance of their duties
• Develop and implement strategies for deploying organization-wide changes/upgrades.
• Identify opportunities to improve existing processes and solutions, keeping IT support personnel and the end user in mind.

Preferred Qualifications -

• Bachelor’s degree in engineering, Computer Science, Management Information Systems, or related field
• Atleast 4+ years of experience supporting ServiceDesk or Deskside tasks.