#URGENTHIRING- Desktop engineer Shift work

ITCAN PTE. LIMITED; Singapore; On-site; SGD 26,784 - 40,176; Full time

Job summary

ITCAN PTE. LIMITED is seeking a Desktop Support Engineer to serve as the first point of contact for end users requiring IT assistance. You will provide timely desktop support, resolve hardware/software issues, and ensure SLA compliance across multiple locations with rotation shifts.

The role covers onsite and remote support, imaging, asset management, and documentation. Candidates should have 1 year of desktop support experience and familiarity with Windows 10/11 and Office 365.

Qualifications

• ITE or Diploma in Information Technology or related discipline.
• Minimum 1 year of desktop support or IT helpdesk experience.
• Experience with Windows 10/11.
• Experience with Microsoft 365 Office.

Responsibilities

• Provide onsite and remote desktop support to end users.
• Receive, prioritize, troubleshoot, document, and resolve incidents within SLA timelines.
• Escalate unresolved incidents to appropriate resolver groups or vendors.
• Perform desktop/laptop imaging and re-imaging activities.
• Support device deployment, replacement, and technology refresh projects.
• Update and maintain accurate incident/service request records in the ticketing system.
• Create and maintain operational procedures and technical documentation.
• Ensure compliance with IT policies, security standards, and SLAs.
• Provide support for Windows and Office 365 related issues.
• Assist users across site locations and participate in shift coverage when required.

Skills

Desktop support

Windows 10/11

Microsoft 365

Remote support

ITSM

Networking basics

Ticketing systems

Education

ITE or Diploma in IT

Tools

Ticketing systems

Remote access tools

Job description

Job Description & Requirements

Primary Purpose

The Desktop Support Engineer serves as the first point of contact for end users requiring IT assistance. The role is responsible for providing timely and effective desktop support services, resolving hardware/software issues, and ensuring compliance with IT operational standards and service level agreements (SLAs).

The engineer will support daily IT operations across multiple locations and participate in rotational shift coverage to support business operational requirements.

Key Responsibilities

• Provide onsite and remote desktop support services to end users
• Receive, prioritize, troubleshoot, document, and resolve end-user incidents and service requests within agreed SLA timelines
• Escalate unresolved incidents to appropriate resolver groups or third-party vendors where necessary
• Perform desktop/laptop imaging and re-imaging activities
• Support device deployment, replacement, and technology refresh exercises
• Conduct asset inventory verification and asset management activities
• Update and maintain accurate incident and service request records within the ticketing system
• Create, update, and maintain work instructions, operational procedures, and technical documentation
• Ensure compliance with IT policies, security standards, and operational procedures
• Provide support for Microsoft Windows and Microsoft Office 365 related issues
• Support users across different customer sites and locations as required
• Participate in operational standby, shift rotations, and extended support coverage when required

Requirements

Education & Experience

• Minimum ITE or Diploma qualification in Information Technology, Computer Engineering, or related discipline
• Minimum 1 year of experience in desktop support or IT helpdesk environment
• Minimum 1 year of hands-on experience supporting:
• Microsoft Windows 10/11
• Microsoft Office 365

Technical Skills

• Demonstrated knowledge in supporting desktops, laptops, printers, and related peripherals
• Familiarity with ticketing systems and ITSM processes is preferred
• Experience performing remote support using remote access tools will be advantageous
• Knowledge of basic networking and troubleshooting concepts is preferred