KR16 - Desktop Support Specialist [Tuas/Changi]

Position: Desktop Support Engineer (Band 1)
Working Location: Tuas / Changi (Client Site)
Working Days: 5 Days (Mon-Fri)
Working Hours: 8am-5pm
Salary Range: $2,600 - $2,800

Job Description

• Desktop Technician will provide day-to-day local/remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system.
• Facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.
• Desktop Support Engineer provides Break Fix, fault diagnosis, and resolution.
• Providing fault analysis to customer’s various core operating systems and platforms, as well as providing support and applying desktop fault resolution for the approved application suite.

Position Responsibilities and Functions

• Provide first/second level contact and problem resolution for customer issues.
• Work with Third Party Vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Basic knowledge of Mac operating system to support Apple PC users.
• Install, upgrade, support, and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, and printers.
• Perform remedial repairs on desktops, laptops, printers, and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Broad experience in IT with basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Qualifications and Skills

• Bachelor's Degree or equivalent in Computer Science or related field.
• CompTIA A+, Microsoft Certified Professional (MCP) or better.
• 1-2 years’ experience in Windows Desktop support.
• Experience with Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, and enterprise anti-virus solutions.
• Mobile device management including iOS and Android devices, enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Willing to work off-hours and weekends when required for projects or emergency support.

In addition, the Band 1 Technician will mentor and assist Band 0 technicians in their work and provide support to Band 2 Technicians in resolving tickets.