Urgent - IT Service Desk Engineer - L1 Support/ Data Centre/ Shift

AlpSoft Technologies Pte Ltd; Singapore; On-site; SGD 40,000 - 65,000; Full time

Job summary

AlpSoft Technologies Pte Ltd is seeking an IT helpdesk professional to provide first-line support, diagnose common hardware and software issues, and manage incidents end-to-end.

You will maintain a knowledge base, coordinate with vendors for onsite support, and follow data centre security procedures while working a rotating shift to ensure 24x7 coverage.

Qualifications

• Customer service experience with IT helpdesk focus.
• Experience with incident management and ticketing systems.
• Familiarity with cloud technologies and monitoring tools.

Responsibilities

• Provide excellent customer service by responding promptly to inquiries, resolving issues efficiently, and maintaining a positive attitude.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Incident management in logging, tracking and escalating incidents in ticketing system, ensuring timely resolution and follow-up
• Identify and elevate complex issues to next level support when necessary
• Contribute and maintain a knowledge base of FAQs and solutions
• Vendor coordination for onsite support when necessary
• Adhere to data centre routine and security procedures
• Working in a rotating shift schedule to ensure 24x7 coverage

Skills

Customer service

Level 1 support

Incident management

Knowledge base

Vendor coordination

Education

ITE / Diploma in IT

Tools

Ticketing systems

Monitoring tools

Cloud technologies

Job description

Responsibilities:

• Provide excellent customer service by responding promptly to inquiries, resolving issues efficiently, and maintaining a positive attitude.

• Diagnose and resolve technical issues related to hardware, software, and network connectivity. (Level 1 support)

• Incident management in logging, tracking and escalating incidents in ticketing system, ensuring timely resolution and follow-up

• Identify and elevate complex issues that were not able to resolve at level 1, to next level support team when necessary

• Contribute and maintain a knowledge base of frequently asked questions and solutions.

• Vendor coordination for customer onsite support when necessary

• Adhere to data centre routine and security procedures

• Working in a rotating shift schedule to ensure 24x7 coverage

Requirements:

• ITE / Dipolma in any related IT discipline.

• Possess ITIL 4 certification CCNA certification is an advantage

• Experience with Cyber Security

• Experience with service desk ticketing systems or monitoring tools. Experience with cloud technologies