Support Engineer (Times HR System)

Job Title: Support Engineer (Times HR System) 
Employment Type: Full-time, Contract (2 years, renewable for 1 year) 
Salary Range: SGD 5,000 – 6,500 per month 
Location: Singapore (On-site as required) 

About the Role 

We are seeking a Support Engineer to provide frontline technical support for a prestigious educational institution using Times HR Software. You will be the first point of contact for user inquiries, troubleshoot issues, and ensure timely resolution of service requests. 

Key Responsibilities 

• Frontline Support: Provide primary support via telephone and email during business hours. Respond promptly to support requests and manage them according to SLAs. 

• Incident Management: Triage incoming issues, log all incidents in the ticketing system, and escalate complex issues to the Senior Support Specialist. Provide timely status updates to users. 

• System & User Management: Assist users with standard system features and configurations. Perform routine system updates, patches, and administrative tasks. Manage user accounts and permissions. 

• Documentation: Create and maintain clear documentation of known issues and solutions. 

• On-Site Support: Provide on-site support at the client's location when telephone and remote diagnosis are insufficient. 
  

Job Requirements 

• Experience: 2–4 years of experience in software support or IT helpdesk roles. Experience supporting HR/Payroll applications is a strong advantage. 

• Qualifications: Diploma or Degree in Computer Science, Information Technology, or a related field. 

  Skills: 

• Experience with Windows OS, MS Office Suite, and support ticketing systems (e.g., Zendesk, Jira Service Management). 

• Familiarity with payroll/HR applications is an advantage. 

• Basic understanding of networks and database concepts is beneficial. 

• Strong written and verbal communication skills in English. 

• Patient, helpful personality with excellent customer service orientation. 

• Independent and resourceful in problem-solving. 
  

What We Offer 

• Competitive salary commensurate with experience. 

• Opportunity to work on a high-profile government-sector project. 

• A supportive and collaborative team environment. 

• Potential for contract renewal beyond the initial 2-year term.