[ref. i0156600] Geylang - IT Support Engineer

IT Support Engineer

An IT Support Engineer is responsible for providing technical support to end-users within an organisation. The IT Support Engineer provides first-level support to resolve technical issues related to hardware, software, and network systems. The IT Support Engineer’s responsibilities include resolving basic network and printer issues, configuring operating systems and using remote desktop connection tools to provide immediate support.

Overall, the IT Support Engineer plays a critical role in providing technical support to end[1]users within an organisation. They should have a strong technical background, excellent communication skills, and a customer-centric mindset

• First point of contact to manage and support daily IT requests/incidents on end user, IT and business application systems.
• Taking ownership of customer issues reported and seeing problems through to resolution. Ensuring IT Tickets are properly logged and classified in the ticketing system and attended in accordance with the SLA.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve hardware, software, and application issues.
• Management and support of hardware/application for Workshop Diagnostic tools & Automotive Business Systems.
• Assist in the administration of IT Infrastructure & Business Application Systems.
• Ensure regular systems & application housekeeping tasks are in place with proper documentation of IT Process, Inventory and Projects.
• Support & perform periodical audit and security reviews in the domain of user/application accounts, IT Infrastructure & business systems and ensuring it adheres to IT Governance & Compliance requirements.
• Management and support of IT Asset Procurement and Disposal.
• Perform any other duties as directed by Section Head and Management.
• Support VIP staff – specifically higher management level.

Requirements:

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• Diploma / Bachelor’s Degree in Information Technology, Computer Science or related fields is preferred.
• Good understanding of computer systems, AV devices and other tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications and helpdesk software.
• Ability to provide step-by-step technical help, both written and verbal.
• Good analytical thinking and problem-solving skills.
• Experience with Microsoft Suite and Office 365 (Word, Excel, PowerPoint, SharePoint, OneDrive, etc.)
• Hands-on experience with supporting mobile devices, both iOs and Android is a must.
• Hands-on experience with Windows and Mac OS environments is a must