Associate Engineer, Service Desk (ID:715922)
Summary
First-line service desk engineer acting as the initial contact for user incidents and service requests, delivering remote technical support to internal and external users. Day to day involves diagnosing issues, logging and following up tickets against SLAs, escalating complex cases and maintaining the knowledge base, on varied shifts in a 24-hour support environment.
Salary: $2,500 – $3,200 per month
About the role
Provide first-line technical support to internal and external users through structured incident management and remote assistance. Apply diagnostic skills, customer-focused service, and continuous process improvement to support reliable digital operations.
Key responsibilities
Serve as the initial point of contact for user-reported incidents, service requests, and technical enquiries through telephone and electronic channels.
Deliver timely support in accordance with defined service-level targets.
Conduct initial diagnosis by gathering relevant information, applying appropriate troubleshooting techniques, and identifying practical solutions.
Provide remote technical assistance using established diagnostic procedures and service knowledge.
Record incidents, service requests, troubleshooting steps, and resolutions accurately in the ticketing system.
Monitor and follow up on outstanding cases until resolution and closure.
Escalate unresolved or complex matters to the appropriate support team and coordinate incident management through to resolution.
Demonstrate an understanding of user requirements and deliver a professional support experience.
Identify opportunities to improve operational procedures and maintain relevant content in the knowledge database.
Collaborate with technical teams and other stakeholders to support effective service delivery.
What we're looking for
Diploma or degree in Information Technology, Computer Engineering, or a related discipline.
Basic knowledge of computer networking, including hardware, network protocols, and internet standards.
Familiarity with telecommunications technologies, mobile service infrastructure, or digital applications is advantageous.
Strong customer-service orientation with the ability to understand user requirements and manage support cases effectively.
Ability to analyse technical issues, apply structured problem-solving methods, and identify suitable resolutions.
Strong documentation and case-management skills.
Ability to work collaboratively, respond constructively to feedback, and pursue continuous improvement.
Willingness to work varied shifts in a 24-hour support environment.
We regret that only shortlisted candidates will be notified.EA License No.: 01C4394 (PERSOL Singapore Pte Ltd)
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