Job Summary
Provide onsite and remote desktop support to end users by troubleshooting, resolving incidents, managing assets, and maintaining IT documentation while ensuring compliance with IT policies and supporting Microsoft Windows and Office 365 environments.
Responsibilities
- Provide onsite and remote desktop support services to end users to resolve technical issues efficiently
- 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 to ensure timely resolution
- Perform desktop and laptop imaging and re-imaging activities to prepare devices for deployment or refresh
- Support device deployment, replacement, and technology refresh exercises to maintain up-to-date hardware
- Conduct asset inventory verification and manage asset records to ensure accurate tracking of IT equipment
- Update and maintain accurate incident and service request records within the ticketing system for transparency and reporting
- Create, update, and maintain work instructions, operational procedures, and technical documentation to support team knowledge
- Ensure compliance with IT policies, security standards, and operational procedures to protect organizational data and systems
- Provide support for Microsoft Windows 10/11 and Microsoft Office 365 related issues to maintain user productivity
- Support users across different customer sites and locations as required to deliver consistent IT service
- Participate in operational standby, shift rotations, and extended support coverage to maintain 24/7 IT support availability
- Communicate effectively with team members, management, and end users to facilitate clear understanding and collaboration
- Prioritize tasks effectively and work with urgency in a fast-paced environment to meet operational demands
Required competencies and certifications
- Minimum 1 year of experience in desktop support or IT helpdesk environment
- Minimum 1 year of hands-on experience supporting Microsoft Windows 10/11 and Microsoft Office 365 environments
Preferred competencies and qualifications
- Knowledge in supporting desktops, laptops, printers, and related peripherals
- Familiarity with ticketing systems and ITSM processes
- Experience performing remote support using remote access tools
- Knowledge of basic networking and troubleshooting concepts
Other Information
- Open to commuting to different parts of Singapore and/or customer sites when required
- Engineers will be assigned rotating shifts based on operational requirements
