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 eco-system 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. You will be responsible for providing prompt assistance to customers, addressing a range of IT topics and issues. Additionally, you will ensure that software, licenses, and operations comply with standards in a timely manner. Your job responsibilities will cover the following:

1. Guide the team and resolve incidents escalated by the Desktop Support Assistant by confirming the validity of the problem and researching known solutions related to more complex issues.
2. Provide Desktop Support services to users, including receiving, prioritizing, documenting, and actively resolving end-user help requests, and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
3. Perform imaging/re-imaging of desktops.
4. Conduct asset inventories.
5. Perform technical escalation to 3rd party vendors or resolver groups where appropriate.
6. Update incident records.
7. Create and update work instructions where necessary.
8. Document standards and procedures where necessary.

The ideal candidate should possess the following qualifications:

1. Min. ITE/Diploma graduate with 3 years of experience in desktop support.
2. Min. 3 years of experience in Microsoft Windows 10 and Microsoft Office 365.
3. Clear spoken and written English.
4. 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
5. Previous IT helpdesk and/or call center support experience, including providing remote support via telephone or using remote tools, will be an added advantage.
6. Demonstrate knowledge in the support of workstations and related components.
7. Good verbal and written communication skills.
8. Good coordination skills.
9. Ability to prioritize effectively and work with a sense of urgency.
10. Effectively communicate with teammates and managers.