Technical Support Engineer

3 days ago

Singapore OCEANDRIVE NETWORKS PTE. LTD. Full time $40,000 - $60,000 per year
Overview

We are looking for a proactive and customer-oriented Level 1 Technical Support Engineer to join our dynamic support team. This role is the first point of contact for clients and internal users, providing timely and effective resolution of basic technical issues. The Level 1 Engineer will troubleshoot, escalate when needed, and ensure a high level of customer satisfaction.

Key Responsibilities

  • Serve as the first line of support for incoming helpdesk requests via phone, email, or ticketing system.
  • Diagnose and resolve common hardware, software, network, and peripheral issues.
  • Provide basic support for operating systems, productivity tools (e.g., Microsoft Office, email clients), and standard business applications.
  • Guide users through step-by-step troubleshooting and solutions.
  • Escalate unresolved or complex issues to Level 2/3 engineers in a timely manner.
  • Document all incidents, resolutions, and updates in the ticketing system.
  • Assist with user account setup, password resets, and basic system configurations.
  • Follow standard operating procedures (SOPs) and comply with service level agreements (SLAs).
    Maintain a positive, professional, and customer-focused attitude at all times.

Requirements

  • Diploma in Information Technology, Computer Science, or related field.
  • 1–2 years of IT support/helpdesk experience preferred (fresh graduates with strong technical aptitude will be considered).
  • Basic knowledge of Windows/Mac operating systems, MS Office, and networking fundamentals (TCP/IP, DNS, DHCP).
  • Familiarity with remote support tools and ticketing systems is an advantage.
  • Strong problem-solving, analytical, and communication skills.
  • Ability to multitask and prioritize issues effectively.
    Customer-oriented with a willingness to learn and grow.

Preferred:

  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified Fundamentals, ITIL Foundation) will be an advantage.
  • Experience supporting SME environments or managed services is a plus.
  • Strong advantage if you have a driving license

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