Job Description
About the Role
Alphaeus Pte. Ltd. is seeking a dedicated and proactive IT End User Support Engineer to join our dynamic Service Desk team in Singapore's Central Region. This is a pivotal role designed for an individual who is passionate about delivering exceptional technical support and ensuring seamless digital experiences for our end-users. As the first point of contact, you will be the face of our IT department, resolving diverse technical challenges across multiple communication channels.
Why Join Us?
In this role, you will be part of a professional environment where your contributions directly impact operational efficiency. We value efficiency, professional quality, and user satisfaction. This contract position offers a competitive salary of up to $2,700 and provides an excellent platform to sharpen your technical troubleshooting skills in a fast-paced corporate setting. If you are a problem-solver who delights in helping others navigate technology, we want to hear from you.
The Impact You Will Make
Your primary mission is to provide accessible, timely, and effective service. Whether through live chat, email, or telephone calls, you will diagnose issues, provide immediate resolutions, or escalate complex tickets to ensure minimal downtime for our workforce. You will play a key role in maintaining our high standards of service delivery and technical excellence.
Responsibilities
- Act as the primary point of contact for all IT-related incidents and service requests via phone, email, and live chat.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions to identify solutions.
- Log and manage all support tickets within the ITSM system, ensuring accurate documentation of issues and resolutions.
- Direct unresolved issues to the next level of support personnel while maintaining ownership of the user experience.
- Install, configure, and maintain workstation software, hardware, and peripheral devices.
- Provide basic administration for user accounts and access permissions in Active Directory and Office 365.
- Follow up with customers to ensure their technical issues are resolved and provide feedback on the quality of service.
- Contribute to the internal knowledge base by documenting common troubleshooting steps and solutions.
Qualifications
- Diploma or Higher NITEC in Information Technology, Computer Science, or a related field.
- At least 1-2 years of experience in a Service Desk, Helpdesk, or Technical Support role.
- Proficiency in Windows 10/11 Operating Systems and Microsoft Office 365 applications.
- Strong understanding of basic networking concepts, including VPN, TCP/IP, and Wi-Fi connectivity.
- Exceptional communication skills with the ability to explain technical concepts to non-technical users.
- Proven ability to multi-task and manage high volumes of support requests in a timely manner.
- A customer-oriented mindset with a focus on 'delighting' the end-user through professional service.
- Familiarity with ticketing tools (e.g., ServiceNow, Jira, or Zendesk) is highly preferred.