L1 Support Engineer

7 days ago


Singapore TEKISHUB CONSULTING SERVICES PTE. LTD. Full time

We are seeking an L1 Support Engineer to provide first-line support for IT systems, ensuring system uptime and incident resolution in accordance with SLA commitments. This role requires round-the-clock monitoring, troubleshooting, and coordination with technical teams and vendors.Key Responsibilities: Monitor and maintain systems (hardware & software) to ensure uptime against SLA commitments. Act as first responder to incidents/service calls; perform troubleshooting, basic repairs, or part replacements. Create, update, and track tickets in the ticketing system to closure within SLA timelines. Escalate unresolved issues according to the escalation matrix. Perform preventive and corrective maintenance of IT systems. Coordinate with third-party suppliers/contractors to resolve hardware, software, or network-related issues. Liaise with customers to address service concerns and resolve technical issues. Collaborate with technical teams for advanced problem resolution. Perform Install/Move/Add/Change (IMAC) activities when assigned. Ensure proper documentation and smooth shift handovers. Deliver excellent customer service by building sustainable relationships. Perform any other ad-hoc duties as assigned. Requirements: Diploma/Degree in Computer Science, Information Technology, or related discipline. 2-3 years of relevant experience in IT/L1 support roles. Strong troubleshooting skills with basic knowledge of hardware/software/network issues. Ability to work in shifts and handle round-the-clock monitoring. Good communication skills with a customer-first approach


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