Description
We are seeking a reliable, tech-savvy, and customer-focused Tier 1 Help Desk Technician to join our IT team in Singapore. You will provide first-level support for end-user IT issues, including hardware, software, and basic networking problems. You can work remotely.
Your responsibilities will include:
- Serving as the first point of contact for users seeking technical assistance in person, messaging, ticket, or email.
- Logging, categorizing, and prioritizing all incoming support requests in the IT ticketing system.
- Analyzing, troubleshooting, resolving, and documenting a broad scope of hardware, software, and peripheral issues.
- Assisting with user account creation, password resets, and access permissions in Active Directory and other enterprise systems.
- Installing, configuring, and maintaining desktop/laptop computers, mobile devices, and software applications.
- Escalating complex or unresolved issues to Tier 2/3 support in a timely manner.
- Maintaining and updating asset inventory records.
- Facilitating and supporting seamless onboarding and off-boarding processes.
- Following standard procedures for proper escalation and ticket closure.
- Providing excellent customer service with timely and clear communication.
- Documenting actions taken and suggested resolutions in detail.
- Contributing to the IT knowledge base.
- Assisting with regular IT maintenance tasks.
It will be an added bonus if you have:
- Exhausted all possible scenarios within your access level when attempting to resolve an issue.
- Proactively sought feedback from peers, mentors, and leaders.
- Exhibited prideful ownership of work and proactively championed the needs of the team, users, and projects.
- Contributed to continuous service improvement by participating in projects and driving operational enhancements.
- Built meaningful and fruitful relationships within the team and cross-functionally.
We expect you to have:
- An IT customer support background with 4+ years of service desk technical experience.
- Advanced troubleshooting skills in AV systems, Microsoft Azure, Microsoft 365, networking, software, and MDM administration.
- Experience with enterprise applications such as Slack, Jira, Zoom, and similar tools.
- Technical documentation and knowledge base writing skills.
- Hands-on experience with Jira or comparable service management systems.
- A customer-first mindset, prioritizing employee satisfaction and support quality.
- Strong organizational skills with the capacity to effectively prioritize and manage a busy workload.
- A collaborative spirit, working seamlessly with cross-functional team members.
Benefits & Perks:
- Competitive compensation
- Career growth and learning opportunities
- Flexibility and ownership
- Collaborative and innovative culture
- Opportunity to work on impactful AI projects
- International environment and talented teams