Helpdesk Support Engineer (EUCD Desktop Engineer) - (Public Sector)

At Xtremax, our Helpdesk Support Engineers play a vital role in ensuring system stability and reliability. In this role, you will be responsible for monitoring alerts, managing incidents, and supporting resolution processes to keep our systems running smoothly. You will also contribute to continuous improvement by reviewing scripts and providing feedback, making a direct impact on both operations and service quality. Candidates with public sector experience are preferred, as this role supports IT projects for government agencies.

Responsibility:

End-User Computing & IT Support

• Provide daily IT support to staff via email, phone, remote access, and in person at the HQ and site offices.
• Troubleshoot and fix computer issues, including hardware, software, and network problems.
• Set up and support laptops, desktops (Windows 11), printers, and video conferencing systems.
• Ensure all helpdesk tickets are resolved quickly and properly logged in the system.
• Create and update simple user guides and IT documentation.

System & Database Administration

• Help set up and maintain company databases (MySQL, PostgreSQL, MongoDB).
• Monitor database and server performance and make improvements when needed.
• Perform regular backups and support recovery processes in case of system issues.
• Apply software updates and security patches for both systems and databases.

Security & Asset Management

• Assist in managing antivirus software and ensuring all devices are protected.
• Help keep IT equipment records up to date, including tagging and asset disposal.
• Work with vendors on equipment setup, repair, and maintenance.

Reporting and Documentation

• Maintain up-to-date WIP and incident resolution reports.
• Create user-facing technical guides and contribute to internal runbooks for consistent issue resolution.

User Support & Experience

• Provide first-line support for applications used across agencies (email, productivity suites, collaboration tools).
• Proactively identify recurring issues and suggest improvements to knowledge base or processes.

Compliance & Security Alignment

• Ensure patching, antivirus, and system updates align with IM8 and government security standards.
• Participate in endpoint security audits and compliance checks.

Collaboration & Stakeholder Engagement

• Liaise with government agencies, vendors, and internal teams to resolve escalated issues.
• Provide feedback to improve ITSM workflows and escalate systemic issues for root cause analysis.

Must Have

• A Nitec, Diploma, or Degree, preferably in Engineering or Information Technology.
• Must have 2–5 years of relevant experience in IT support or database administration
• Willingness to work in 12-hour rotational shifts, including weekends and public holidays.
• Ability to follow documented work instructions and procedures accurately.
• Good written and verbal command of English.
• Basic understanding of databases (MySQL, PostgreSQL, MongoDB).
• Basic understanding of IT systems and troubleshooting principles.

Good to Have:

• Experience with Singapore Government Project will be advantageous.
• Experience in customer service or a technical support role is preferred.
• Knowledge of cloud-based environments (e.g., AWS, Azure) is an added advantage.
• Knowledge handling ticketing system (e.g., JIRA, SNOW) is an added advantage.

Certificate Preferred:

• Must have ITIL 4 Foundation certification.