End User Support Engineer

3 weeks ago

Singapore NTUC ENTERPRISE NEXUS CO-OPERATIVE LIMITED Full time
Roles & Responsibilities

NTUC Health Co-operative Limited Singapore, Singapore (Hybrid)

About NTUC Health:

NTUC Health Co-operative Limited (NTUC Health) is an NTUC social enterprise that provides a comprehensive and integrated suite of quality and affordable health and elderly care services to meet the growing needs of families and their dependents. Building on more than five decades of experience and expertise, NTUC Health is among the largest senior day care, nursing home, and home personal care providers in Singapore. We also offer other services for seniors such as active ageing centres, community support for vulnerable seniors, and a sheltered senior group home. In addition, we run a chain of dental clinics and a family medicine clinic.

About End User Services:

End Users Services is the IT Services and Support team for NTUC Group of Social Enterprises. We are building a unified digital ecosystem across Social Enterprises for a universal user experience. We take a user-centric approach in our everyday operations and measure our success via service level objectives & customer satisfaction surveys. We work with modern technologies (eg. Chromebooks, Google Workspace, etc) to develop our NTUC Social Enterprises' future of works. You will be reporting to EUS/ OpsManager/ Lead or equivalent.

Job Description:

Duties and Responsibilities

● Address user tickets regarding hardware, software and networking

● Endpoints staging and onboard to device management systems

● Endpoints Asset management

● Install applications and computer peripherals for end users

● Guide users/junior staff with simple, step-by-step instructions to diagnose problems and resolve issues

● Conduct remote troubleshooting and resolution thru remote access tools

● Record technical issues and solutions in ITSM software

● Direct unresolved issues to the next level of support personnel

● Follow up with clients to ensure their systems are functional

● Report customer feedback and potential product requests

● Create technical documentation and manuals when needed

● Evaluate new software/hardware and make recommendation

● Obtain quotations and procure IT equipment

● Create audio-visual user guides

Requirements

● 3-5 years Helpdesk work experience OR relevant certification

● Knowledge of Google Workspace, Microsoft Active Directory, File and Print Services

● Strong understanding of computer hardware (WindowsOS / Android / macOS / iOS)

● Evidenced problem-solving skills, comfortable navigating ambiguity

● Thrives in a results-oriented, fast-paced environment

● Good skill in vendor management and follow up to issue resolution

Attributes we are looking for:

● Excellent track record of successful service delivery

● People-oriented, customer service mindset

● Excellent communication skills

● Naturally positive attitude, with the ability to maintain patience and composure under pressure

● Positive, team-oriented mindset, with a natural willingness to always go the extra mile

● Passionate about new technology and innovation

Tell employers what skills you have

MacOS
Technical Documentation
Family Medicine
Troubleshooting
Audiovisual
Hardware
Active Directory
Computer Hardware
Service Level
Staging
Vendor Management
Teamoriented
Nursing
Customer Satisfaction
Customer Service
Personal Care

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