Job Summary

Provide onsite and remote desktop support to end users by troubleshooting, resolving incidents, managing assets, and maintaining IT documentation while ensuring compliance with IT policies and supporting Microsoft Windows and Office 365 environments.

Responsibilities

Provide onsite and remote desktop support services to end users to resolve technical issues efficiently
Receive, prioritize, troubleshoot, document, and resolve end-user incidents and service requests within agreed SLA timelines
Escalate unresolved incidents to appropriate resolver groups or third-party vendors to ensure timely resolution
Perform desktop and laptop imaging and re-imaging activities to prepare devices for deployment or refresh
Support device deployment, replacement, and technology refresh exercises to maintain up-to-date hardware
Conduct asset inventory verification and manage asset records to ensure accurate tracking of IT equipment
Update and maintain accurate incident and service request records within the ticketing system for transparency and reporting
Create, update, and maintain work instructions, operational procedures, and technical documentation to support team knowledge
Ensure compliance with IT policies, security standards, and operational procedures to protect organizational data and systems
Provide support for Microsoft Windows 10/11 and Microsoft Office 365 related issues to maintain user productivity
Support users across different customer sites and locations as required to deliver consistent IT service
Participate in operational standby, shift rotations, and extended support coverage to maintain 24/7 IT support availability
Communicate effectively with team members, management, and end users to facilitate clear understanding and collaboration
Prioritize tasks effectively and work with urgency in a fast-paced environment to meet operational demands

Required competencies and certifications

Minimum 1 year of experience in desktop support or IT helpdesk environment
Minimum 1 year of hands-on experience supporting Microsoft Windows 10/11 and Microsoft Office 365 environments

Preferred competencies and qualifications

Knowledge in supporting desktops, laptops, printers, and related peripherals
Familiarity with ticketing systems and ITSM processes
Experience performing remote support using remote access tools
Knowledge of basic networking and troubleshooting concepts

Other Information

Open to commuting to different parts of Singapore and/or customer sites when required
Engineers will be assigned rotating shifts based on operational requirements

Employment Opportunity - Desktop Support Engineer