Technical Support Engineer

GETRONICS SOLUTIONS (S) PTE LTD; Singapore; On-site; SGD 47,000 - 69,000; Full time

Job summary

GETRONICS SOLUTIONS (S) PTE LTD seeks an experienced IT support professional to deliver end-to-end technical support for Windows 10/11, Office 365, Outlook and OneDrive, across desktops, laptops and mobile devices.

The role involves logging incidents in ServiceNow, meeting SLA targets, escalating to vendors when needed, and assisting in onboarding/offboarding IT assets; familiarity with MAC OS/iOS is a plus.

Qualifications

• Diploma/Degree in Computer Science / Information Technology / Computer Engineering or equivalent.
• 4+ years of practical experience in IT support demonstrating increasing levels of responsibility and technical expertise in an enterprise environment.
• General IT operations experience including desktops/laptops/mobile devices, basic networks, security, printers, endpoint security, imaging, and remote tools.
• Self-motivated with a can-do attitude and strong customer support orientation.
• Provide technical expertise and support to customers through phone, chat, ticketing system, and in-person.
• Strong knowledge, troubleshooting and support of WINDOWS 10 & 11 Office 365 especially Outlook and OneDrive.
• Act as L2 technical support for a team of service desk analysts in resolving issues within scope.
• Manage incident and request tickets by logging them in ServiceNow while meeting SLA.
• Escalate to vendors for support when trying to claim hardware warranty to resolve issues quickly.
• Familiarity with PC components like CPU, Motherboard, RAM, Graphics card, storage, etc.
• Perform PC refresh, general preventative maintenance, install, upgrade, and troubleshoot computer hardware and peripherals.
• Support IP phone, multi-function printers and video conference Level 1 support.
• Provide VR/technical support in teaching spaces and collaboration platforms like Zoom, MS Teams, Barco, Neat Bar, Crestron.
• Assist in onboarding/offboarding by preparing and deploying IT assets.
• Provide Executive/VIP/VVIP support.

Responsibilities

• Provide technical expertise and support to customers through phone, chat, ticketing system, and in-person.
• Act as L2 technical support for a team of service desk analysts in resolving issues within scope.
• Manage incident and request tickets by logging them in ServiceNow while meeting SLA.
• Escalate to vendors for support when required to resolve hardware issues quickly.
• Assist in onboarding new staff by preparing and deploying IT assets.
• Assist in offboarding leavers by collecting IT assets and refurbishing or retiring devices.
• Provide support for Windows 10/11 and Office 365 (Outlook/OneDrive) and devices across desktops, laptops, and mobile.
• Support IP phones, printers, and video conferencing hardware (Barco/Neat Bar/Crestron).
• Support teaching spaces using Zoom, MS Teams, and related collaboration tools.
• Maintain professional interactions with onsite engineers, clients, and stakeholders.

Skills

IT support

Windows 10/11

Office 365

ServiceNow

L2 support

Hardware troubleshooting

Vendor escalation

MAC OS / iOS

Customer service

Communication

Education

Diploma/Degree in Computer Science / IT / Computer Engineering

Tools

Zoom

MS Teams

Barco

Neat Bar

Crestron

Job description

Requirements:

• Diploma/Degree in Computer Science / Information Technology / Computer Engineering or equivalent.
• 4+ years of practical experience in IT support demonstrating increasing levels of responsibility and technical expertise in an enterprise environment.
• General IT operations experience including but not limited to desktops/ laptops/mobile devices, basic networks, security, printers, endpoint security, imaging, and remote tools.
• Self-motivated, possess a can-do attitude and a strong customer support orientation.
• Provide technical expertise and support to customers through phone, chat, ticketing system, and in-person.
• Provide strong knowledge, troubleshooting and support of WINDOWS 10 & 11 Office 365 especially Outlook and OneDrive.
• Act as L2 technical support for a team of service desk analysts in resolving issues that are within scope.
• Manage incident and request tickets by accurately logging them in ServiceNow while strictly meeting SLA.
• Escalate to vendors for support when trying to claim hardware warranty to resolve issues as quickly as possible.
• Strong familiarity with PC components like CPU, Motherboard, RAM, Graphics card storage etc.
• Perform PC refresh, general preventative maintenance, install, upgrade, and troubleshoot computer hardware and any other authorised peripheral equipment.
• IP phone, multi-function printers and video conference Level 1 support.
• Provide business simulations and Virtual Reality (VR) support used in various courses.
• Provide technical support in teaching spaces utilizing various software and hardware collaboration platforms like Zoom, MS Teams, Barco, Neat Bar, Crestron, and similar tools.
• Assist in onboarding new staff by preparing and deploying IT assets.
• Assist in offboarding leavers by collecting IT assets and preparing them for refurbishing or retiring.
• Provide Executive / VIP /VVIP support.
• Work with other members of the team Onsite Engineers, clients, and stakeholders in a professional and timely manner.
• Attending and participating in regular scheduled team meetings, development trainings and workshops as needed.
• MAC OS / IOS devices support experience is desired but not mandatory.
• Any relevant IT industry certification like ITIL V4 Foundation/CompTIA A+/Network+/ CCNA is desired.
• To succeed in this role, you should:
• Have a genuine interest and passion for learning new technologies and thrives in a diverse culture and school environment.
• Possess effective communication skills in explaining technical matters for non-technical business users.
• A customer-centric approach with a focus on delivering high-quality support and maintaining a positive user experience.
• Demonstrate adeptness in managing numerous responsibilities and arranging them by priority in a fast-paced environment.
• Willingness to collaborate and work as part of a diverse team.
• Demonstrate a strong dedication to continuous personal growth and advancement.
• An exciting and unique opportunity awaits the successful candidate.