Associate Support Engineer

2 weeks ago

Simei, Singapore St. Andrew's Community Hospital Full time $40,000 - $60,000 per year

Job Summary

  • Serve as the first point of contact for IT support
  • Provide step-by-step instructions for common user issues
  • Log, categorize, and prioritize incidents and service requests in the ITSM/ticketing tool

Responsibilities

  • Serve as the first point of contact for IT support via hotline, phone, email, chat, or ticketing system
  • Man the IT support hotline, ensuring prompt response to user issues
  • Provide step-by-step instructions for common user issue

  • Perform basic troubleshooting and resolution for:

  • Password resets and account lockouts (Active Directory, email, VPN)

  • End-user devices (laptops, desktops, mobile devices)
  • Email, VPN, and collaboration tools
  • Network connectivity issues
  • Printers, peripherals, and basic hardware/software problems
  • Receive, log, categorize, and prioritize support requests using a ticketing system
  • Escalate unresolved or complex issues to Level 2 with documentation
  • Monitor and update ticket statuses to reflect progress
  • Route/Redirect tickets correctly by priority, impact, and category
  • Escalate high-impact incidents or outages immediately following escalation protocol
  • Maintain records of daily issues and resolutions for reporting and analysis
  • Update internal documentation or user-facing knowledge base content
  • Perform stock take, asset management & update asset records for end user computing
  • Be on standby and support system maintenance activities after office-hours, if required
  • Any other IT duties as assigned

Requirements

  • Higher Nitec / Diploma in Information Technology or equivalent
  • Minimum 1 years of experience in providing IT support to end-user computing
  • Has a passion or keen interest in Healthcare or Community Services
  • Strong in tracking on-hand tasks and see through to completion
  • Experienced in troubleshooting minor IT issues and escalating to higher levels of IT support
  • A great team player and able to work well with other team members
  • Customer service oriented with strong interpersonal skills
  • Able to communicate well and maintain documentation

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