This job offer is not available in your country.

L1 Support Engineer

TECHDIRECT PTE. LTD.Singapore

11 days ago

Job description

Job Summary

The IT Level 1 Engineer is responsible for providing On-Site first-line technical support to end-users, resolving hardware and software issues, and escalating complex problems to higher-level support. The role involves troubleshooting, maintaining IT systems, and ensuring the smooth operation of IT services.

Key Responsibilities

1. Technical Support :

Working closely with the Online Managed Service Engineer and respond to and resolve user requests via phone, email, or ticketing systems, whereby Online Managed Service is not able to fulfil.
Troubleshoot basic hardware, software, and network-related issues.
Work with the team to provide hardware replacement to existing and
new staff. Assist with password resets, account lockouts, and user access requests.

2. Incident Management :

Log and prioritize incidents in the IT Manage Engine service system.

Escalate unresolved or complex issues to Level 2 or Level 3 support team.

Follow up with users to ensure issues are resolved satisfactorily.

3. Hardware and Software Maintenance :

Assist with the installation, configuration, and troubleshooting of operating systems and applications.

Perform basic maintenance tasks such as updating software, replacing peripherals, and setting up hardware.

4. Network Support :

Diagnose and resolve connectivity issues for LAN, Wi-Fi, and VPN.

Troubleshoot basic network equipment such as routers, switches, and access points.

5. Documentation :

Maintain accurate records of incidents and resolutions.

Document common problems and create knowledge base articles for end-users.

Occasionally need to assist to provide support on creation of PI / PQ.

6. Customer Service :

Provide excellent customer service and maintain a professional demeanour.

Communicate effectively with non-technical users to explain solutions clearly.

Required Skills and Qualifications

Education :

Associate degree in Information Technology, Computer Science, or related field (or equivalent work experience).

Relevant certifications (e.g., CompTIA A+, Microsoft Certified : Fundamentals).

Technical Skills :

Basic knowledge of Windows, MacOS, and Linux operating systems.

Familiarity with Microsoft Office 365 and productivity tools.

Understanding of basic networking principles (IP, DNS, DHCP).

Experience with ticketing systems (e.g., Jira, ServiceNow).

Soft Skills :

Strong problem-solving and analytical skills.

Excellent communication and interpersonal skills.

Ability to work independently and within a team.

Preferred Qualifications

Experience in a similar help desk or IT support role.

Knowledge of Active Directory and user account administration.

Experience with remote support tools (e.g., TeamViewer, AnyDesk.

Create a job alert for this search

Support Engineer • Singapore