Helpdesk Support 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:

System Monitoring and Incident Management

• Monitor and observe system alerts or unusual system behaviours.
• Follow incident isolation procedures to identify and verify faults before applying problem resolution scripts or escalating issues.
• Manage the full lifecycle of incident tickets, from creation and updates to escalation and closure.
• Perform post-change system health checks to ensure changes do not cause undesirable behaviours.

Reporting and Documentation

• Consolidate records for reporting, monitoring, analytics, or audit purposes.
• Maintain accurate documentation of incidents, system changes, and operational procedures.

Operational Improvement

• Review and verify the accuracy of operational scripts, and suggest improvements.
• Contribute to continuous improvement initiatives to enhance system reliability and operational efficiency.

Must Have

• A Nitec, Diploma, or Degree, preferably in Engineering or Information Technology.
• Must have 2–5 years of relevant experience.
• 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 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.