Helpdesk Support Engineer

DSS Helpdesk Support Engineer

Location: Singapore

Experience: 2+ years
Work Arrangement: Onsite
Shift: Rotational shifts; on-call support may be required

Job Summary

We are looking for a proactive and customer-focused DSS Helpdesk Support Engineer to provide Level 1 and Level 2 technical support to end users in an enterprise environment.

The role involves troubleshooting hardware, software, operating system, network and access-related issues, supporting Microsoft 365 applications, managing service requests and IT assets, and providing onsite technical assistance.

The candidate will also support Apple Mac devices, conference room technologies including Cisco and Microsoft Teams Rooms, and, preferably, large corporate events such as Town Hall and All-Hands meetings.

Key Responsibilities

• Provide Level 1 and Level 2 technical support through ServiceNow tickets, phone, email, chat and in-person support.
• Troubleshoot hardware, software, operating system and application-related issues.
• Support Windows 10/11 and Apple Mac/macOS environments.
• Install, configure and maintain desktops, laptops, printers, mobile devices and peripherals.
• Support Microsoft 365, Outlook, Teams, OneDrive and other business applications.
• Manage user accounts, password resets and access requests through Active Directory and related systems.
• Provide support for VPN, Citrix, remote access and MFA solutions.
• Monitor and update incidents and service requests through ServiceNow.
• Maintain IT asset inventory and support asset lifecycle management.
• Support conference room technologies, Cisco systems, Microsoft Teams Rooms (MTR) and video conferencing solutions.
• Provide onsite technical support for executives and VIP users.
• Preferably support large-scale corporate events such as Town Hall / All-Hands meetings.
• Coordinate with vendors and internal IT teams for issue escalation and resolution.
• Document troubleshooting steps, resolutions and knowledge-base articles.
• Ensure compliance with IT policies, security standards and audit requirements.

Required Skills

• Strong knowledge of Windows 10/11 operating systems.
• Experience with Microsoft 365 administration and troubleshooting.
• Experience supporting Apple Mac/macOS environments.
• Understanding of Active Directory, Azure AD/Entra ID and Group Policy.
• Knowledge of networking fundamentals including TCP/IP, DNS, DHCP and VPN.
• Experience supporting Citrix Virtual Desktop environments.
• Experience with ITSM tools such as ServiceNow.
• Knowledge of hardware diagnostics and troubleshooting.
• Experience supporting conference room / video conferencing technologies.
• Knowledge of Cisco and Microsoft Teams Rooms is highly desirable.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Strong customer-service orientation and ability to support senior/executive users.

Preferred Qualifications

• 2–5+ years of Helpdesk / Desktop Support experience.
• Experience supporting enterprise environments.
• Experience with executive/VIP IT support.
• Experience supporting Town Hall, All-Hands or other large corporate events.
• IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals or equivalent.

Working Conditions

• Singapore-based onsite support.
• Rotational shifts and on-call support when required.
• Support for remote and onsite users.
• Ability to manage multiple priorities in a fast-paced enterprise environment.

Pay: $2,089.12 - $6,000.00 per month

Benefits:

• Additional leave
• Health insurance
• Professional development

Experience:

• Help desk: 2 years (Required)

Location:

• Singapore (Required)

Work Location: In person