Service Desk Engineer (12-Month Contract, 24x7)

About the role

This is a 12-month contract role (with possible extension) in Singapore for a Service Desk Engineer working 24x7, including weekends and public holidays. The engineer is the single point of contact for all IT issues and requests reported by users through phone, email, the Self-Service Portal and the Tech Concierge Desk, providing support remotely or onsite on company-supported software, applications and platforms.

Key responsibilities

• Serve as first point of contact for users and diagnose, troubleshoot and resolve hardware, software and network issues.
• Log incidents and requests in the service management tool, categorize and prioritize them, and escalate unresolved issues to L2/L3 support.
• Manage incident priorities (Major Incidents, Priority 1-4) and service requests, and act as Incident Manager for Major and Priority 1 incidents.
• Monitor ticket, email, chat and phone queues and agent performance against SLAs and quality standards.
• Handle user account lifecycle (joiner, mover, leaver) and access provisioning in line with IT security policy, including Active Directory, GSuite, Windows and Linux.
• Perform out-of-hours on-call duties, oversee DSAT feedback and corrective action, and provide reports on active users and application users on request.
• Process IT service requests and assist in projects such as user profiling, software installation and system configuration.
• Support Digital Workplace Services (BAU) including OS imaging and deployment (Windows and Mac), endpoint device management, hardware refresh and knowledge base maintenance.
• Collaborate with Product Managers, Engineering and Architects, monitor server/database alerts, and communicate clearly with users about incident status.

Required profile

• Degree or diploma in Computer Science, Information Technology or a related field.
• Proven experience in an IT support function such as Service Desk Agent or Desktop Support Engineer.
• Minimum of 3 years of experience in a 24x7 service desk or technical support role.
• Excellent written and verbal communication, good interpersonal and problem-solving skills, and ability to multitask and adapt quickly.

Required skills

• Working knowledge of ITSM ticketing tools such as ServiceNow.
• Experience with Windows and Mac operating systems and applications.
• Comfortable supporting users remotely with tools such as TeamViewer.
• ITIL v3 and above foundation certification is an advantage; knowledge of Sailpoint or OKTA is a plus.

What we offer

• Location: Singapore.
• 12-month contract role with the possibility of extension.
• Competitive compensation.