IT Helpdesk Engineer

1 week ago


East Region, Singapore Alphaeus Pte Ltd Full time $30,000 - $60,000 per year

Service Desk Engineer

Location: East

Employment Type: Contract (12 months, renewable)

2 types of shift arrangement:

  • 5 days Core rotating shifts (8.5 hours, day shift & night shift)
  • 12 hours shifts (Rotation of 2 days' work and 2 days' rest

Job Description:

We are looking for a dedicated and service-oriented IT Service Desk Engineer to provide first-call resolution support via phone and email. You will handle technical issues, perform initial troubleshooting, and ensure timely resolution or escalation of incidents.

Responsibilities:

  • Provide First Call Resolution (FCR) support through phone and email
  • Ensure timely response to incoming calls and emails
  • Perform Level 1 troubleshooting and escalate issues as per SOPs
  • Submit timely updates to customers on the status of reported issues
  • Maintain ownership of cases and follow through until closure
  • Record accurate and complete incident details
  • Handle incident classification and prioritization
  • Monitor and track progress of incidents, providing regular status updates
  • Alert Team Lead of unusual spikes in specific incident types

Requirements:

  • Minimum Nitec in IT or related field
  • At least 1 year of experience in End-User Support, Desktop Support, or Technical Service Desk
  • Working knowledge of: Windows Operating Systems, Active Directory (account administration), Microsoft Outlook, Mobile device support
  • Strong communication and problem-solving skills

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