L1 Support Engineer

2 weeks ago


Singapore TekisHub Consulting Services Full time $40,000 - $60,000 per year

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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