Senior IT Support Executive

NCS is a leading technology services firm with a presence in Asia Pacific and partners with governments and enterprises to advance communities through technology. Combining the experience and expertise of its 10,000-strong team across 49 specialisations, NCS provides differentiated and end-to-end technology services to clients with its NEXT capabilities of digital, cloud, platforms as well as core offerings in application, infrastructure, engineering, and cyber security. NCS also believes in building a strong partner ecosystem with leading technology players, research institutions, and start-ups to support open innovation and co-creation. For more information, visit ncs.co.

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

As a Desktop Engineer, you will provide desktop support as the first contact point for customers, responsible for prompt assistance addressing a range of IT topics and issues. You will ensure that software, licenses, and operations comply with standards in a timely manner. The broad area of your job responsibilities will cover the following:

• Ability to guide the team and resolve incidents escalated by Desktop Support Assistants by confirming the validity of the problem and researching known solutions related to these more complex issues.
• Perform Desktop Support services to users.
• This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
• Perform imaging/re-imaging.
• Perform asset inventories.
• Perform technical escalation to 3rd party vendors or resolver groups (where appropriate).
• Create and update work instructions (where necessary).
• Document standards and procedures (where necessary).

Ideal candidates should possess the following:

• Min. ITE/Diploma graduate with 3 years of experience in desktop support.
• Min 3 years of experience in Microsoft Windows 10 and Microsoft Office 365.
• Possess at least one (1) 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 using remote tools, will be an added advantage.
• Demonstrate knowledge in the support of workstations and related components.
• Good verbal and written communication skills.
• Ability to prioritize effectively and work with a sense of urgency.
• Effectively communicate with teammates and managers.