Job Description: Deskside Support Engineer (L1)
Role Overview
The Deskside Support Engineer provides hands on technical support to end users for hardware, operating systems, standard applications, and workplace technology. This role focuses on resolving end user issues at the desk or on site, ensuring minimal disruption to business operations and maintaining a high level of user satisfaction.
The engineer serves as the primary point of contact for on site IT support, troubleshooting incidents, fulfilling service requests, and coordinating with infrastructure or application teams when required.
Engagement Details
- Duration: 3 months (Surge Capacity), starting April 1
- Support Level: L1 Support
- Working Hours: 8:00 AM to 5:00 PM (Singapore time)
- Scope: Support for approximately 600 devices
Key Responsibilities
End User Support
- Provide on site and remote technical support for desktops, laptops, and workplace devices.
- Diagnose and resolve hardware, operating system, and application related issues.
- Install, configure, and maintain Windows and Mac endpoints.
- Support standard productivity tools including Microsoft Office, Outlook, Teams, VPN, and collaboration platforms.
- Assist users with login, access, connectivity, and account related issues.
Incident & Request Management
- Receive, track, and resolve incidents and service requests through the IT Service Management (ITSM) system.
- Ensure incidents and requests are resolved within defined SLA and response targets.
- Escalate complex or unresolved issues to Level`2 or Level 3 infrastructure and application teams.
- Document incidents, resolutions, and updates clearly in the ticketing system.
