Helpdesk Support Engineer

2 weeks ago

Singapore Xtremax Pte. Ltd. Full time

**Responsibility**:
**End-User Computing & IT Support**
- Troubleshoot and fix computer issues, including hardware, software, and network problems.
- Set up and support laptops, desktops (Windows 11), printers, and video conferencing systems.
- Ensure all helpdesk tickets are resolved quickly and properly logged in the system.
- Create and update simple user guides and IT documentation.

**System & Database Administration**
- Help set up and maintain company databases (MySQL, PostgreSQL, MongoDB).
- Monitor database and server performance and make improvements when needed.
- Perform regular backups and support recovery processes in case of system issues.

**Security & Asset Management**
- Assist in managing antivirus software and ensuring all devices are protected.
- Help keep IT equipment records up to date, including tagging and asset disposal.
- Work with vendors on equipment setup, repair, and maintenance.

**Reporting and Documentation**
- Maintain up-to-date WIP and incident resolution reports.
- Create user-facing technical guides and contribute to internal runbooks for consistent issue resolution.

**User Support & Experience**
- Proactively identify recurring issues and suggest improvements to knowledge base or processes.

**Compliance & Security Alignment**
- Ensure patching, antivirus, and system updates align with IM8 and government security standards.
- Participate in endpoint security audits and compliance checks.

**Collaboration & Stakeholder Engagement**
- Liaise with government agencies, vendors, and internal teams to resolve escalated issues.
- Provide feedback to improve ITSM workflows and escalate systemic issues for root cause analysis.

**Requirements**:
**Must Have**
- A Nitec, Diploma, or Degree, preferably in Engineering or Information Technology.
- Must have 2-5 years of relevant experience in IT support or database administration
- Willingness to work in 12-hour rotational shifts, including weekends and public holidays.
- Ability to follow documented work instructions and procedures accurately.
- Good written and verbal command of English.
- Basic understanding of databases (MySQL, PostgreSQL, MongoDB).
- Basic understanding of IT systems and troubleshooting principles.

**Good to Have**:

- Experience with Singapore Government Project will be advantageous.
- Experience in customer service or a technical support role is preferred.
- Knowledge of cloud-based environments (e.g., AWS, Azure) is an added advantage.
- Knowledge handling ticketing system (e.g., JIRA, SNOW) is an added advantage.

Certificate Preferred:

- Must have ITIL 4 Foundation certification.

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