System Executive / Support Engineer / IT Support Exective / Desktop Support Engineer / IT Techn[...]

Avensys Consulting; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

Avensys Consulting in Singapore invites applications for a Production Support / System Support / Desktop Support Engineer. You will assist customers and end users with hardware, software, and infrastructure issues, ensuring timely resolutions.

You will handle incidents, perform health checks, and escalate complex problems to Tier 2. The role requires hands-on experience with Windows, UNIX/Linux, Microsoft Exchange/M365, and virtualization. Strong customer focus and ITIL basics are expected.

Qualifications

• 2 years of experience in Production Support, System Support, Desktop Support, or IT Helpdesk.
• Hands-on experience supporting Windows operating systems and desktop environments.
• Working knowledge of UNIX/Linux environments.
• Experience with Microsoft Exchange / Microsoft 365.
• Basic knowledge of databases.
• Experience with virtualization (VMware).
• Familiarity with ITIL processes.
• Certifications or training in Windows Server / UNIX/Linux / VMware / ITIL are advantageous.

Responsibilities

• Provide timely and effective technical support to customers and end users.
• Handle and resolve incidents, service requests, and technical issues per SLAs.
• Identify and prioritize issues for escalation to appropriate teams.
• Troubleshoot OS, applications, desktops, hardware, network, email, and infrastructure.
• Provide support through phone, email, web tools, and onsite visits.
• Monitor availability and performance; perform system health checks.
• Maintain day-to-day operational support for IT systems and infrastructure.
• Assist with installation, configuration, and maintenance of desktop apps and equipment.
• Document incidents and resolutions; maintain technical and procedural docs.
• Follow ITIL-based incident, problem, and request management processes.

Skills

2 years experience

Windows support

UNIX/Linux

Exchange/365

VMware/Virtualization

ITIL aware

Ticketing tools

Education

Diploma in Computer Science/IT/Engineering

Tools

VMware

Microsoft Exchange

Office 365 Admin

ITIL tooling

Job description

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success, we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain

Job Overview

We are looking for a proactive and customer-focused Production Support / System Support / Desktop Support Engineer to provide technical assistance and operational support to customers and end users.

The successful candidate will be responsible for troubleshooting hardware, software, operating system, application, email, and infrastructure-related issues. The role involves handling service requests and incidents, performing system health checks, supporting end users, and escalating complex issues to the appropriate Tier 2 support teams.

The ideal candidate should have good troubleshooting and customer-handling skills, along with hands-on experience supporting Windows, UNIX/Linux, desktop environments, Microsoft Exchange, databases, and virtualized infrastructure.

Key Responsibilities

• Provide timely and effective technical support to customers and end users.
• Handle and resolve incidents, service requests, and technical issues in accordance with established client procedures and Service Level Agreements (SLAs).
• Identify, prioritize, and priority and critical issues to the appropriate support teams.
• Troubleshoot and resolve issues related to operating systems, applications, desktops, hardware, network connectivity, email, and system infrastructure.
• Provide technical support through phone, email, web-based tools, and onsite support.
• Monitor system availability, functionality, and performance and perform regular system health checks.
• Provide day-to-day operational support for IT systems and infrastructure.
• Perform basic system administration and maintenance activities.
• Support users with installation, configuration, troubleshooting, and maintenance of desktop applications and IT equipment.
• Assist with user account, access, software, hardware, and application-related issues.
• Maintain accurate records of incidents, service requests, troubleshooting activities, and resolutions.
• Provide and maintain technical, operational, and procedural documentation.
• Follow established ITIL-based incident, problem, and service request management processes.
• Provide first-level technical support for desktops, laptops, printers, peripherals, and standard business applications.
• Troubleshoot Windows operating system and application-related issues.
• Assist users with software installation, configuration, upgrades, and troubleshooting.
• Support Microsoft Office / Microsoft 365-related issues where required.
• Troubleshoot connectivity, login, access, and basic network-related issues.
• Perform hardware replacement, configuration, and basic troubleshooting activities.
• Provide onsite support and assist with the setup, movement, and maintenance of IT equipment.
• Ensure end-user issues are followed up and resolved within agreed timelines.
• Provide technical support for Microsoft Exchange / email environments.
• Perform mailbox-related support and troubleshooting.
• Support mailbox migrations between Exchange environments and from other email platforms to Exchange, following established procedures.
• Assist users with email configuration, connectivity, mailbox access, and related issues.
• Ensure mailbox migration activities are performed accurately with minimal disruption to users.
• Act as the first point of contact for customer technical issues and service requests.
• Understand customer requirements and provide appropriate technical solutions.
• Advise customers on the proper use of supported products, systems, and applications.
• Act as a liaison between customers and Tier 2 / L2 support teams for complex or escalated issues.
• Communicate incident status, troubleshooting progress, and resolution updates clearly to customers.
• Proactively follow up on outstanding incidents and service requests.
• Identify recurring issues and elevate them for further investigation and permanent resolution.
• Ensure all support activities are properly documented and handed over when required.

Technical Skills & Experience

• 2 years of experience in Production Support, System Support, Desktop Support, Technical Support, or System Administration.
• Hands-on experience supporting Windows operating systems and desktop environments.
• Working knowledge of UNIX/Linux environments is preferred.
• Experience supporting Microsoft Exchange / Microsoft 365 is advantageous.
• Basic knowledge of databases and database troubleshooting.
• Experience with Virtual Machines / VMware or other virtualization technologies is an advantage.
• Knowledge of hardware, software, networking, and infrastructure troubleshooting.
• Experience with system monitoring, health checks, incident management, and service request management.
• Familiarity with ITIL processes is preferred.
• Experience working with ticketing/service management tools is an advantage.
• Relevant certifications or training in Windows Server, UNIX/Linux, VMware/Virtualization, Microsoft, or ITIL will be advantageous.

Qualifications

• Diploma or equivalent qualification in Computer Science, Information Technology, Computer Engineering, or a related discipline.
• Candidates with relevant technical knowledge but limited professional experience may also be considered.
• Candidates with hands-on experience in Desktop Support, System Support, IT Helpdesk, Infrastructure Support, or Production Support are encouraged to apply.

Work Requirements

• Willingness to learn new technologies and take on new challenges.
• Candidate should be comfortable working in a customer-facing support environment.
• Candidate must be able to handle IT equipment/heavy items when required.
• Willingness to support operational requirements and work outside standard hours when required.
• Ability to work effectively in a fast-paced production and support environment.
• Ability to multitask and prioritize work effectively.
• Excellent customer service and customer-handling capabilities.
• Good ownership and accountability for assigned tasks.

WHAT’S ON OFFER

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

Your interest will be treated with strict confidentiality.

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