Senior Desktop Support Engineer

3 weeks ago

Singapur, Singapore ITCAN Pte Limited Full time

Job Description

Primary Purpose

This position provides desktop support as the first point of contact for customers. You will be responsible for providing prompt assistance on a range of IT topics and issues. Additionally, you will ensure that software, licenses and operations comply with standards.

Responsibilities
  • Guide the team and resolve incidents escalated by Desktop Support Engineers, confirming the validity of the problem and researching known solutions for more complex issues.
  • Deliver Desktop Support services to users.
  • Receive, prioritize, document and actively resolve end-user help requests, and escalate incidents when necessary to maintain customer satisfaction and SLA expectations.
  • Perform imaging/re-imaging.
  • Maintain asset inventories.
  • Provide technical escalation to 3rd party vendors or resolver groups where appropriate.
  • Update incident records.
  • Create and update work instructions as needed.
  • Document standards and procedures where necessary.
Requirements
  • Minimum IT-related diploma or equivalent with 3 years' experience in desktop support.
  • Minimum 3 years' experience in Microsoft Windows 10 and Microsoft Office 365.
  • Clear spoken and written English.
  • Possess at least one of the following certifications or their equivalent:
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Microsoft Certified: Azure Administrator Associate
  • Microsoft Certified: Azure Security Engineer Associate
  • Previous IT helpdesk and/or call centre support experience, including providing remote support via telephone or remote tools, is an advantage.
  • Knowledge in supporting workstations and related components.
  • Good verbal and written communication skills.
  • Good coordination skills.
  • Ability to prioritize effectively and work with a sense of urgency.
  • Effective communication with teammates and managers.
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