Work Hours: 3 rotating shifts (Mon–Fri)

1. 8:00 AM – 5:30 PM

2. 8:30 AM – 6:00 PM

3. 9:00 AM – 6:30 PM

Eligibility: Singaporean ONLY (since security clearance is required)
Employment Type: 2-year renewable contract
Location: Science Park

Job Overview

The Desktop Support Engineer will provide IT frontline support at the IT Concierge counter, assisting users face-to-face with IT-related issues. The role involves handling Level 1 to 1.5 IT support requests, onboarding devices, and accompanying vendors to restricted areas.

Key Responsibilities

1. IT trained with IT frontline experience.
2. Support consists of IT Service Management (ITSM) tickets, requests, walk-in, on-site, self-help kiosk, VIP phone, on/offboarding of systems, hardware/software support
3. Address and resolves basic incident, walk in and requests, logs all incidents and requests; engages Subject Matter Experts to resolve incidents that are beyond the scope of their ability or responsibilities.
4. Ensure proper escalation of all tickets to respective departments promptly after gathering the necessary information / basic troubleshooting done. Critical tickets involving any security related matters or data breached to be escalated within an hour.
5. Document resolutions and updates self-help and knowledge base. Grows general knowledge of current IT application and services, increasing ability to resolve requests on first contact.
6. Network troubleshooting, both wired and wireless using Fluke testing device.
7. Verification of whitelisted USB device and to perform whitelisting of USB device
8. Troubleshooting of hardware problem for PCs and PC peripherals, and reporting to vendor for Return Merchandise Authorization (RMA)
9. Software Installation, Elevated Administrator access requirements and Software Security Compliance checking for onboarded / corporate systems
10. Removal and Secure Erasing of storage media for write off
11. Secure Token connectivity issue
12. Password reset for corporate user accounts
13. Expected to move IT equipment with the proper handling tool

Requirements

• IT-trained with frontline support experience.

• Ability to interact professionally with users face-to-face.

• No devices from Chinese brands allowed (e.g., Huawei, Oppo, Reno, Xiaomi, Redmi).