Junior IT Engineer L2 (outsource) - Newton

Junior Engineer - Service Desk Lead

Own and stabilize the Level 1 service desk experience by leading triage, improving first-contact resolution, mentoring junior engineers, and driving SLA hygiene. Ensure escalations to Level 2 are high quality and reduce repeat incidents through knowledge and SOP improvements.

Key Responsibilities

• Lead daily Level 1 queue triage: prioritize, assign, and manage workload to hit SLA targets.
• Handle complex Level 1 cases requiring stronger troubleshooting depth (mail profiles, recurring user issues, endpoint tuning).
• Perform Microsoft 365 admin-lite tasks where permitted (user/group/license support) and troubleshoot common identity/access issues at L1 boundary.
• Maintain and improve knowledge base articles and SOPs; coach L1 engineers on quality and consistency.
• Reduce repeat incidents by identifying patterns and proposing fixes (standard configs, preventive checks, user guidance).
• Escalate to Level 2 with complete evidence (logs, reproduction steps, impact summary) and act as escalation quality gate.
• Support IT asset tagging and inventory governance; ensure records are accurate and auditable.
• Provide service reporting inputs (top categories, recurring issues, SLA risks) to Service Delivery Lead.

Scope Coverage (Service-Aligned)

• All Level 1 scope coverage (end-user devices, OS basics, productivity tools, basic connectivity, initial security triage).
• L1 triage ownership and service quality control (queue discipline, SLA hygiene, escalation quality).
• Microsoft 365 admin-lite (user/group/license support) where delegated.
• Mail profile troubleshooting (POP/IMAP/Outlook), printer driver/queue support, and deeper endpoint tuning within L1 boundary.
• Knowledge base and SOP development; mentoring and on-the-job enablement for L1 engineers.
• Required Technical Skillsets

Advanced L1 troubleshooting

• Stronger Windows/macOS troubleshooting depth; common root-cause identification at endpoint level
• Outlook profile / mailbox configuration troubleshooting; printer queue/driver management
• Endpoint performance tuning and common stability fixes

Service desk leadership

• Triage and prioritization, SLA management, and escalation governance
• Coaching/mentoring junior engineers; quality assurance on tickets
• Knowledge base curation and SOP writing

Productivity & identity

• Microsoft 365 admin-lite: users, groups, licenses (within delegated scope)
• Basic identity/access troubleshooting and secure handling of account requests
• Tools & platforms exposure
• Ticketing platform reporting views (SLA dashboards, queue analytics)
• Remote support + endpoint management tools (customer dependent)
• Microsoft 365 Admin Center (delegated) and Exchange troubleshooting basics (user context)
• Knowledge base tooling (Confluence/SharePoint/Service portal KB)

Behavioural & service skillsets

• Leadership without ego: calm under pressure, able to coordinate and coach.
• Strong stakeholder communication: explains issues and next steps clearly to users and customer IT.
• Quality mindset: cares about repeat-issue elimination and documentation standards.
• Decision-making: knows what to fix, what to defer, and what to escalate.

Education & experience requirements

• Diploma or equivalent in Information Technology / Computer Science (or relevant experience).
• 2–4 years in service desk / desktop support, with exposure to SLA environments and ticket triage.
• Experience acting as shift lead, team lead, or escalation point is preferred.

Certifications (preferred / nice-to-have)

• ITIL Foundation (preferred)
• Microsoft 365 Fundamentals (MS-900) or equivalent (preferred)
• CompTIA Network+ (nice-to-have)

Office : Newton

HOW TO APPLY :

Interested candidates, please submit your resume by clicking on “Apply Now” or [email protected]

All applications will be treated in the strictest confidence and only shortlisted candidates will be notified

Yap Lay Choo

EA Licence No. 03C5391 | Registration No. R1987101