AWS Helpdesk Engineer (Security Clearance Needed)
Summary
Helpdesk engineer on a 1-year renewable contract at DSTA (Singapore government site): troubleshooting computer, software and network issues, managing ITIL-based tickets, handling user accounts (SharePoint, email), and performing simple AWS operations like EBS expansion and MFA resets.
Salary: $3,300 – $3,700 per month
Position: Helpdesk Engineer (Security Clearance Needed)
Location : DSTA (Singapore Central Henderson Road)
Working Days : Mon - Friday (normal working hours)
Contract : 1 year renewable
Job Responsibilities:
• Troubleshooting and resolving technical issues related to computer systems, software applications, and network connectivity
• Creating, managing, and resolving helpdesk tickets and escalating issues to higher levels of support when required
• Maintaining detailed records of support requests, troubleshooting steps, resolutions, and IT inventory in ticketing systems or knowledge bases
• Provide technical support and guidance via phone, email, or in-person
• Perform simple operations tasks in Amazon Web Services e.g. expand EBS volume size, resource sharing, reset MFA, etc.
• Creating, modifying, and disabling user accounts in various systems (e.g., SharePoint, email systems, etc.)
IT Service Management
• Understands ITIL processes for Incident, Problem, Change Management
• Create and update tickets with detailed documentation and resolution steps
• Maintain SLAs and ensure timely ticket resolution
Documentation & Knowledge Management
• Create and maintain technical documentation, knowledge articles, and standard operating procedures (SOPs)
• Maintain runbooks for common operational tasks
Required skills and qualifications:
• Singaporeans only (Due to security Clearance needed)
• Diploma in Computer Science/ IT/ Software Engineering with a minimum of one year of relevant experience or Diploma in any field but possess two years of IT support services
• Strong understanding of IT Service Management
• Experience with Amazon Web Services (IS A MUST)
• Experience with metrics reporting and helpdesk data analytics
• ITIL Foundation certification is added advantages