Helpdesk Support

Job Summary We are seeking an analytical, systematic, and highly proactive Helpdesk Support Specialist to join our technology and engineering operations team. In this critical role, you will serve as the core technical owner responsible for processing inbound IT service requests, diagnosing technical system anomalies, and providing end-to-end hardware and software troubleshooting. Operating at the intersection of our backend network infrastructure units and multi-disciplinary business users, you will resolve system tickets, configure workstation profiles, and minimize downtime metrics. The ideal candidate will combine strong systematic diagnostics logic with exceptional professional communication skills to maintain high service level agreement (SLA) resolution rates while preserving absolute data integrity.

Key Responsibilities

• Tier 1 & 2 Technical Support: Act as the primary, high-touch point of contact for technical queries, handling and resolving incoming hardware, software, and connectivity issues via phone, email, and chat portals.
• Ticket Lifecycle Management: Log, categorize, prioritize, and track all IT service incidents and requests inside the enterprise ticketing database tool, ensuring absolute compliance with corporate SLAs.
• Troubleshooting & Bug Diagnostics: Provide rapid, decisive troubleshooting to isolate system latency risks, clear database connectivity bugs, and resolve server access errors.
• Workstation & Profile Configuration: Install, configure, and patch desktop operating systems (Windows/macOS), corporate enterprise software packages, and basic local routing protocols.
• Identity & Access Control: Administer user lifecycle requests, including processing password resets, managing access control lists (ACLs), and provisioning group directories inside active tracking systems.
• Technical Documentation Control: Author, maintain, and update precise system configuration data sheets, hardware asset inventory sheets, and user training checklists for internal engineering audits.
• Information Safety Compliance: Enforce rigid compliance with corporate information security standards, data privacy profiles, and the Personal Data Protection Act (PDPA).

Requirements

• Education: Minimum Diploma or Bachelor's Degree in Computer Science, Information Technology, Computer Engineering, or a highly quantitative technical STEM discipline.
• Technical Proficiency: Strong structural knowledge of operating systems (Windows 10/11, macOS), enterprise cloud networks (Microsoft 365, Azure AD/Entra ID), and standard business applications. Basic familiarity with relational database environments or core routing protocols is a strong asset.
• Experience: Prior hands-on experience in an IT helpdesk support, service desk analyst, or technical user support coordinator role—preferably within an enterprise SaaS provider, tech consultancy, or corporate environment—is required. Fast-learning fresh graduates with robust internship records are welcome.
• Communication: Exceptional verbal and written English communication skills; professional telephone etiquette and an approachable, collaborative stakeholder management style.
• Core Competencies: Outstanding structural logic, sharp analytical problem-solving capabilities under tight deployment deadlines, intense attention to detail, and a resilient team-player mindset.

Additional Information

• Location: Singapore.
• Employment Type: Full-time / Contract.
• Working Hours: Monday to Friday, standard tech corporate office hours.

Pay: $2,900.00 - $6,400.00 per month

Work Location: In person