Desktop Support Engineer (Minimum IT support internship experience|No China Phone)

Eligibility

• Native-born Singaporean (or) Singaporean who has cleared CAT1 before

• Able to wait 3-4 months to clear CAT1 security clearance

Employment Type: 2-year contract (Renewable) Location: Science Park (Nearest MRT: Kent Ridge) Work Hours: 3 rotating shifts (Mon–Fri)

• 8:00 AM – 5:30 PM

• 8:30 AM – 6:00 PM

• 9:00 AM – 6:30 PM

Job Overview

• This role will require to handle walk-in at the IT Concierge counter.

• Provide level 1 to 1.5 IT support

• Accompany vendors to restricted area

• Onboarding users device

Key Responsibilities

• IT trained with IT frontline experience.

• 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

• 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.

• 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.

• 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.

• Network troubleshooting, both wired and wireless using Fluke testing device.

• Verification of whitelisted USB device and to perform whitelisting of USB device

• Troubleshooting of hardware problem for PCs and PC peripherals, and reporting to vendor 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 issue

• Password reset for corporate user accounts

• Expected to move IT equipment with the proper handling tool

NO CHINA HP ALLOWED (Eg: Huawei/Oppo/Reno/Xiao Mi/Red Me/Vivo etc) Approved phone listing:

• Apple iPhone

• Samsung Galaxy Series

• Sony

• LG

• Google Pixel Series