Junior/Level 1 IT Support Engineer–Ref:VY20210909-ES01


Job Type

Permanent (Ref: VY20210909-ES01)

About the Role

Our client is a SME Leading IT industry in Singapore is looking for the position below:

Junior / Level 1 IT Support Engineer – (Ref: VY20210909-ES01)

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Junior / Level 1 Support Engineer plays an important role in making sure that happens. The Junior / Level 1 Support Engineer handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way. When help is needed the Junior / Level 1 Support Engineer can get help from or escalate issues to other members in Service Delivery Team.

Duties include but not limited to: -

- Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket.
- Delight our Clients with a Friendly, Quick and Helpful Experience.
- Provide the Client with basic remote troubleshooting.

- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
- Managing and recording all work though our Ticketing System.
- Make sure that Client Documentation in well maintained.
- Split tickets that have several issues into their own individual ticket.
- Make sure that tickets aren’t “stale” throughout the process.

- Review RMM dashboard and apply remediation actions as indicated by our Processes.
- Review regularly scheduled/automated actions as indicated by our Processes.

- From time to time the projects team will need additional resource to help deliver projects
either on site or remotely. When opportunities arise the Junior / L1 Technician may be
required to help with project delivery.

- Escalate tickets that require Senior Helpdesk Engineer support.
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.
- Submit Timesheets & Expense reports as indicated on their SOPs.
- Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients.

- Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.
- Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues.
- Identify opportunities for improvement and make constructive suggestions for change.
- Contribute to the process of innovative change effectively.
- Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager.

Diploma in Relevant Fields or ITE with Good Experience.

- A love of (and ability to) Solve Problems & Challenges.
- Great Communications skills, founded in being a good listener.
- An understanding of support tools, techniques and how technology is used to provide Services.
- Strong understanding of operating systems, business applications, printing systems and network systems.
- Must be able to type quickly and accurately while talking on the phone.
- A deep desire to deliver an amazing Client Experience.
- Knowledge of IT Applications, Software & Hardware.
- The ability to speak both Geek and human
- Great Communications skills, founded in being a good listener.
- IT literate – Advanced user level.
- A deep desire to deliver an amazing Client Experience.
- The ability to speak both Geek and Human.
- The ability to keep up with & adapt to the fast-paced IT world.

- Experience using a Ticketing system / RMM Tool and PSA software.
- Experience providing support via remote tools.
- Experience handling Technical Service Tickets.
- Experience and knowledge of working with the Microsoft 365 Platform.
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Client Experience Certifications such as Helpdesk Habits etc.
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

• Get your Birthday Gift
• Yearly Training Allowance
• Generous incentives for reaching Team and Company Goals
• An easy-going environment and culture (we all enjoy what we do)
• A Proactive Approach to Ongoing Training to help you develop life-long skills

For someone looking to progress their role, the Junior / Level 1 Support Engineer naturally leads into roles such as: the Senior IT Support Engineer, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO or Service Delivery Manager

Salary Range: $2000-2800
Working Hour: Monday to Friday 9-6pm, 40 hours a week
Leave Entitlement: 14 days a year
Work Location: Tai Seng

We would like to invite interested applicants to email detailed resume in MS Word format with Email Heading and Reference Number to: chailing.yap@execup.com.sg

ExecUp HR Consulting Pte. Ltd
Yap Chai Ling (Violet)
Reg No: R2094853
EA Licence No: 20C0128 / UEN: 202007063M

By submitting any application or resume to us, you will be deemed to have agreed and consented to us disclosing your personal information to prospective employers for their consideration.
Under the revised Employment Agencies Licence Condition 5(b), employment agencies (EAs) are required to collect the personal data (e.g. NRIC, FIN) of applicants referred to employers for permanent or contract job positions of at least 6 months with a fixed monthly salary of $3,300 and above. PDPA requirements on collection, use and disclosure of personal data are not applicable to EAs that are collecting such information, as it is a regulatory requirement.

About Our Company
ExecUp HR Consulting Pte. Ltd. was incorporated in Singapore since March 2020 as a HR Consulting firm and have been the proud catalyst of bridging suitable staff to compatible employers, and implementing customised headhunting solutions effectively, we have earned a reliable and esteemed reputation among our clients for recruitment and HR consultancy services.

We have set ourselves apart from employment firms in Singapore by being the agency that provides one-stop solutions for HR services, overall adopting a holistic and end-to-end approach which brings our clients to greater heights. We are able to provide comprehensive HR solutions by incorporating HR Consultancy services and HR Advisory services, along with HR functions. We believe that competent human resources and human capital are the basis of success for businesses, thus we look at fine-tuning Human Resource Management and HR Compliance skills to help businesses achieve this.