Technical Engineer

IDEMIA Public Security; Singapore; On-site; SGD 48,000 - 65,000; Full time

Job summary

A leading security solutions provider in Singapore is seeking a dedicated IT Support Specialist to ensure application performance and client service quality. The role includes troubleshooting, resolving technical issues, and maintaining IT infrastructure. Candidates should have a diploma or degree in a relevant field and strong experience in supporting Level 1/2 escalations. This position demands hands-on experience and familiarity with system configuration and application functionality.

Qualifications

• Experience in troubleshooting and resolving technical issues across applications or systems.
• Hands-on experience supporting Level 1/2 escalations within defined SLAs/OLAs.
• Understanding of IT infrastructure, backend components, hardware, and software.

Responsibilities

• Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2.
• Reproduces and documents customer problems and escalates them to relevant teams.
• Designs corrective action plans or workarounds for issues within SLA.

Skills

Troubleshooting technical issues

System configuration

Support Level 1/2 escalations

Customer usage scenarios

Education

Diploma or Degree in Computer Science, Information Technology, Engineering, or related field

Job description

Purpose

This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.

Key Missions

• Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
• Reproduces and document customer problems and escalates them to relevant solution or product development teams
• Provides input as required on product and customer specific functionality, configuration and usage
• Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
• Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
• Maintains support documentation up to date
• Carries out on-site administration and preventive maintenance activities
• Performs system upgrades at customer premises during post go live period (ramp up/grace period)
• Ensures procedures are correctly implemented
• Maintains IT infrastructure and backend components, including hardware and software
• Conducts analysis with guidance of a Customer Success Engineer 2

Requirements:

• Diploma or Degree in Computer Science, Information Technology, Engineering, or related field.
• Experience in troubleshooting and resolving technical issues across applications or systems.
• Hands-on experience supporting Level 1/2 escalations within defined SLAs/OLAs.
• Familiar with system configuration, application functionality, and customer usage scenarios.
• Understanding of IT infrastructure, backend components, hardware, and software.