IT Helpdesk Engineer (1-Year Contract)

Responsibilities:

• Level 2 support for Singapore and is primary responsible for Client Services (CS) for Singapore sites.
• Troubleshoot/resolve assigned ServiceNow incident tickets from Singapore under SEA & Asia queues/groups.
• Assists CS teammates around SEA with issues when needed.
• Replace broken or lost Cisco IP Phones in SG.
• Provides onsite and remote support for 250+ end users for said countries
• Local contact for SG users.
• Assists setup emails for Android & iOS smartphones and devices in SG.
• Escalates level 3 issues to EMEC, Network, Server, Application, Messaging, Client Engineering, Active Directory teams, etc.
• Acts as a Level 1 support to IT Data Center.
• Deploy computers to end users and for the yearly PC Refresh project.
• Assists with IT Projects in SG.
• Assists new technologies and application roll-outs to end users in SG.
• Assists Asset Management in SG.
• Assists in performing the annual asset disposal process of defective and old desktops, laptops, and peripherals in SG.
• Assists IT Procurement process and tasks
• Assists in performing IT Services functions which includes but is not limited to receiving of ticket requests for software and hardware purchases for Singapore.
• Assists in IT Depot operations
• Monitors IT Onboarding tickets, until the account is created, then generate temporary passwords. If the computer is required, prepare/image computer, setup Outlook, install necessary (and those that require manual installation) software and configure software if needed.
• Monitors Separation Notification tickets, until Asset Recovery tasks are created. Assists in coordination with Manager or DA/SA for return of computer & accessories to Depot.
• Repair or replace break-fix or lost laptops and other IT equipment in SG.
• Reimage Laptops when required in SG.
• Deploy new computers and equipment to new users in PH.
• IT orientation for new hire associates in SG.
• Set up new network printer and printer issues in SG.
• First point of contact for Singapore and Plants IT issues and requirements.
• Coordinates hardware-related issues to Singapore’s IT Service Provider.

Requirements:

• 1-2 Years of experience in IT operations and support, or IT helpdesk role.
• Good understanding of IT infrastructure components, including hardware (desktops, laptops, servers, network devices) and software (operating systems, applications, network protocols).
• Experience with setting up PCs (desktops and laptops) from initial setup to deployment.
• Proficiency in troubleshooting and resolving IT issues, particularly related to hardware, software, and network connectivity.
• Experience with IT ticketing systems (e.g., ServiceNow) and remote support tools.
• Knowledge of Microsoft 365 environment and Microsoft Windows Operating Systems (Windows 11)
• Familiarity with mobile device management (MDM) and email configuration (Optional)
• Excellent problem-solving and analytical skills.
• Strong customer service orientation and ability to interact with users at all levels.
• Willingness to travel to other sites within Singapore as needed.

Work Location: Tuas

Contract Period: 12 Months Contract

Salary Range: up to $4,500

EA License No: 05C3451
EA Personnel Reg No: R23113395
Ashley Soo Li Kim