Technical Helpdesk Engineer

ITCAN PTE. LIMITED; Singapore; On-site; SGD 32,000 - 52,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore seeks a skilled Technical Helpdesk Engineer to provide Level 1 IT support to end users, diagnosing hardware, software, and network issues to ensure timely incident resolution.

You will handle user accounts in Active Directory and Entra ID, assist onboarding/offboarding, and document steps in the ITSM system while aiming for First Call Resolution.

The role emphasizes strong customer service, effective communication, and adherence to security policies and SLAs.

Qualifications

• Proven ability to provide end-user IT support.
• Familiarity with incident management and SLAs.
• Experience with Microsoft 365 and Windows OS.
• Experience with Active Directory and user provisioning.

Responsibilities

• Provide first-level technical support to end users via phone, email, and ticketing systems.
• Diagnose and troubleshoot desktop, laptop, printer, software, and network issues.
• Support Windows OS, Office 365, Outlook, Teams, and other enterprise apps.
• Manage user accounts and access using AD and Entra ID.
• Log, track, and resolve incidents within SLAs and aim for First Call Resolution.
• Install and maintain IT hardware, software, and peripherals.
• Assist with onboarding/offboarding and equipment provisioning.
• Ensure security policies and procedures are followed.

Skills

Customer service

Troubleshooting

Communication

Ticketing

Tools

Windows 10/11

Office 365

Active Directory

DNS/DHCP

VPN

Wi‑Fi

TCP/IP

Remote desktop tools

ServiceNow

Jira Service Management

ManageEngine

Job description

We are seeking a skilled and customer-focused Technical Helpdesk Engineer to provide Level 1 IT support to end users. The successful candidate will be responsible for troubleshooting hardware, software, network, and application-related issues, ensuring timely incident resolution and maintaining high service delivery standards.

Key Responsibilities

• Provide first-level technical support to end users via phone, email, remote support tools, and ticketing systems.
• Diagnose and troubleshoot desktop, laptop, printer, software, and network connectivity issues.
• Support Windows operating systems, Microsoft Office 365, Outlook, Teams, and other enterprise applications.
• Manage user accounts, password resets, and access permissions through Active Directory and Microsoft Entra ID.
• Log, track, prioritize, and resolve incidents and service requests within agreed Service Level Agreements (SLAs).
• Ensure First Call Resolution (FCR) wherever possible and escal
• Install, configure, and maintain IT hardware, software, and peripheral devices.
• Provide support for VPN, Wi‑Fi, LAN, and basic network connectivity issues.
• Maintain accurate incident records, troubleshooting steps, and resolution details in the ITSM ticketing system.
• Follow up on outstanding tickets and provide regular status updates to users.
• Assist with employee onboarding and offboarding, including IT equipment setup and account provisioning.
• Ensure compliance with IT security policies, operational procedures, and service quality standards.

Technical Skills Required

• Good knowledge of Windows 10/11 and Microsoft Office 365.
• Experience with Active Directory, user account administration, and password management.
• Basic understanding of TCP/IP, DNS, DHCP, LAN, WAN, VPN, and Wi‑Fi troubleshooting.
• Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or ManageEngine.
• Experience troubleshooting desktop, laptop, printer, and peripheral hardware.
• Knowledge of remote desktop support tools and endpoint security solutions.
• Basic understanding of ITIL incident management and service request processes