Senior Engineer – Level 1 Lead | Service Desk Lead
Posted
Looking for an experienced L1 Engineer / Service Desk Lead to take ownership of the Level 1 support queue, mentor junior engineers and keep service quality on track.
JOB DESCRIPTION:
- Lead daily L1 ticket triage & prioritisation
- Monitor SLA, backlog & ticket quality
- Handle more complex L1 troubleshooting issues
- Troubleshoot Windows/macOS, Outlook, printers & endpoint issues
- Provide Microsoft 365 admin-lite support
- Coach and mentor junior L1 engineers
- Review escalations and ensure proper troubleshooting evidence
- Improve SOPs, knowledge base & support processes
- Identify recurring issues and recommend preventive solutions
- Support IT asset & inventory governance
- Provide service reporting and escalation updates
REQUIREMENTS:
- 2–4 years service desk / desktop support experience
- Experience in ticket triage / SLA-driven environments
- Strong troubleshooting skills
- Comfortable mentoring or guiding junior engineers
- Good communication and stakeholder management skills
- Able to remain calm and organised under pressure
Nice to have: ITIL Foundation, MS-900 / Microsoft 365 experience, CompTIA Network+
Ideal for: An experienced L1 Engineer who is ready to take the next step into a Lead / Senior support role.
Jayxen Ong | EA Licence No: 24C2176 | Shiny People HR Consultancy Pte. Ltd. | Reg No: R24121542