IT Helpdesk Support Engineer

Main Responsibilities

The IT Helpdesk Support Engineer is responsible for providing remote and onsite support to all computer users.

To provide 1st level support and resolution to all reported issues and queries related to IT (hardware and software)

Participate in IT projects when required; not restricting to Infrastructure activities only.

• At least 1-2 years of experience on onsite Level 1 Helpdesk Support
• To provide technical support on end-user walk-in seeking for IT assistance, answering support queries through emails/helpdesk ticketing system
• To perform incident first response checks and reporting for compromised systems
• To perform proprietary hardware status and health checks
• To perform Microsoft and 3rd party security patch update
• To perform authorised Company applications installation and configuration (eg. Microsoft Office 365, Unified Endpoint System, SAP Finance, SAP HR)
• To coordinate with vendor for any hardware replacement
• To create company operating system with authorised applications images for deployment
• Weekly rotational onsite duties at 5 different locations within Singapore

• At least 1-2 years of hands-on experience using SAAS based ITSM
• Knowledge of ITSM processes, framework, roles and responsibilities
• Knowledge of enforcing IT policies, SLAs and procedures on Incident, Problem and Change Management and lifecycle would be advantageous
• To facilitate change management board weekly meeting

• To perform hardware and software tech refresh
• To perform agent installation of Unified Endpoint System
• To perform at hoc IT projects

Requirements

Academic Qualifications:

Diploma or Higer Nitec with background from Computer/Info-Comm Technology or related discipline

Key Technical Skills/ Knowledge:

• Familiarity with and basic knowledge of Information Technology.
• Hands-on experience using Windows OS and MacOS
• Hands-on experience in supporting desktop/laptop hardware and network printer
• Experience in supporting Microsoft Office, Outlook client, MS Teams, Active Directory
• Basic Java script understanding would be preferred
• ITIL 4 Foundation or any ITSM Certification (ServiceNow or FreshService) would be preferred
• Weekly rotational onsite duties at 5 different locations within Singapore