Desktop Support Engineer

2 weeks ago

Singapur, Singapore OPUS IT SERVICES PTE LTD Full time

Overview

We are looking for Desktop Support Engineers with helpdesk experience Candidates are expected to handle IT helpdesk support. Government project which requires security clearance (CAT2/CAT2A). Location is at Science Park.

Responsibilities
  • IT trained with IT frontline experience.
  • Support consists of IT service management (ITSM) tickets, requests, walk-ins, on-site, self-help kiosk, VIP phone, on/off boarding of systems, hardware/software support.
  • Address and resolve basic incidents, walk-ins and requests; logs all incidents and requests; engages subject matter experts to resolve incidents beyond their scope.
  • Ensure proper escalation of all tickets to respective departments promptly after gathering the necessary information and completing basic troubleshooting. Critical tickets involving any security-related matters or data breach to be escalated within an hour.
  • Document resolutions and update self-help and knowledge base. Grows general knowledge of current IT applications and services, increasing ability to resolve requests on first contact.
  • Network troubleshooting, both wired and wireless using Fluke testing device.
  • Verification of whitelisted USB devices and perform whitelisting of USB devices.
  • Troubleshooting of hardware problems for PCs and PC peripherals and reporting to vendors for return merchandise authorization (RMA).
  • Software installation, elevated administrator access requirements and software security compliance checking for onboarded/corporate systems.
  • Removal and secure erasing of storage media for write-off.
  • Secure token connectivity issues.
  • Password reset for corporate user accounts.
  • Expected to move IT equipment with proper handling tools.
Requirements
  • Candidates with helpdesk experience are advantageous.
  • Able to handle helpdesk duties.
  • Good communication skills.
  • Willing to wait for clearance before commit work (clearance time around 4-6 weeks).
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