Desktop Support Engineer (Min 1yr related experience)

Eligibility Criteria

• Must be a native Singaporean or a Singaporean who has successfully passed CAT1 previously
• Willing to wait 3-4 months for CAT1 security clearance to be approved

Type of Employment: 2-year renewable contract
Work Location: Science Park (Closest MRT: Kent Ridge)
Working Hours: Rotating shifts (Monday to Friday)

• 8:00 AM - 5:30 PM
• 8:30 AM - 6:00 PM
• 9:00 AM - 6:30 PM

Job Summary

• Responsible for managing walk-ins at the IT Concierge counter.
• Provide IT support at levels 1 to 1.5
• Assist vendors in accessing restricted areas
• Facilitate user device onboarding

Main Responsibilities

1. Possess IT training and frontline support experience.
2. Support activities include IT Service Management (ITSM) tickets, requests, walk-in assistance, on-site support, self-help kiosks, VIP phone management, and on/offboarding of systems along with hardware/software support.
3. Identify and address basic incidents and requests from walk-ins, logging all issues and engaging Subject Matter Experts for complex incidents beyond their scope.
4. Ensure timely escalation of all tickets to the appropriate departments after gathering required information and performing basic troubleshooting. Critical tickets related to security or data breaches should be escalated within one hour.
5. Document solutions and update self-help resources and knowledge bases. Enhance general knowledge of current IT applications and services to improve first-contact resolution capabilities.
6. Perform network troubleshooting for both wired and wireless connections using Fluke testing devices.
7. Verify and whitelist USB devices as required.
8. Troubleshoot hardware issues for PCs and PC peripherals, reporting to vendors for Return Merchandise Authorization (RMA).
9. Handle software installations, elevated administrator access requirements, and software security compliance checks for onboarded or corporate systems.
10. Conduct secure erasure of storage media for write-off purposes.
11. Address secure token connectivity issues.
12. Assist with password resets for corporate user accounts.
13. Expected to transport IT equipment using appropriate handling tools.

NO CHINA HP ALLOWED (e.g., Huawei/Oppo/Reno/Xiao Mi/Red Me/Vivo, etc.)

Approved Mobile Devices:

• Apple iPhone
• Samsung Galaxy Series
• Sony
• LG
• Google Pixel Series