Desktop Support Engineer | Contract

• Provide technical assistance and end-user support for desktop, mobile devices, and video conferencing-related issues and requests.
• Provide Level 2 troubleshooting and resolution support for banking applications and end-user systems.
• Perform laptop and desktop refreshes, IMAC (Install, Move, Add, Change) service requests, and ensure timely completion within defined SLAs.
• Maintain accurate asset records and perform IT asset tracking and reconciliation.
• Troubleshoot and resolve software and hardware incidents, including Windows OS, Microsoft 365, Microsoft Outlook, Microsoft Teams, and third-party applications.
• Conduct daily health checks and provide technical support for meeting room and audio/video conferencing systems.
• Review, prioritize, pick up, and update incidents and service requests through ServiceNow.
• Proactively identify and communicate business and technical challenges, providing appropriate recommendations and feedback.
• Collaborate effectively with engineers, clients, and managers to ensure clear communication and timely updates on ticket status and issue resolution.
• Maintain professional communication with stakeholders and ensure users are kept informed throughout the incident lifecycle.
• Attend and actively participate in team meetings, technical training, development sessions, and other relevant meetings as required.

Technical / Functional Competencies

• Strong working knowledge of Microsoft Windows 11, iOS, iPhone, and iPad platforms.
• Good knowledge of Microsoft 365 applications, including Outlook, Teams, Word, Excel, and related services.
• Working knowledge of Microsoft Azure, Active Directory, Microsoft 365, Windows Server, DHCP, DNS, Microsoft Defender, endpoint encryption, and PC hardware/software.
• Basic knowledge of Windows networking, TCP/IP, and printer troubleshooting.
• Hands-on experience supporting audio/video conferencing and meeting room technologies, including Microsoft Teams Rooms.
• Ability to prioritize tasks, manage multiple incidents, and work effectively in a fast-paced and demanding environment.
• Strong analytical and problem-solving skills, with the ability to leverage knowledge bases and technical documentation.
• Strong interpersonal and relationship-building skills with a customer-focused approach.
• Ability to create and maintain clear and accurate technical documentation.
• Willingness to take on additional responsibilities and contribute to continuous improvement initiatives.
• Strong customer service skills, including active listening, questioning, rapport building, and user engagement.
• Ability to work independently and effectively as part of a team with minimal supervision.
• Fast learner with strong attention to detail and the ability to quickly absorb and retain technical information.
• Highly motivated, proactive, and committed to achieving individual and team objectives.
• Ability to understand user requirements and provide clear, accurate, and concise responses.

Requirements:

• Diploma or equivalent qualification in Information Technology, Computer Science, or a related discipline.
• Minimum 2 years of relevant IT support experience, preferably supporting 100+ users within an MNC or banking environment.
• ITIL certification is preferred.

Key Skills

• Proactive and customer-focused approach to IT support.
• Confident in engaging with end users, senior users, and department heads.
• Strong understanding of Microsoft 365, Windows 11, PC hardware, and software troubleshooting.
• Enthusiastic about learning new technologies and contributing to team success.
• Strong team player with effective communication and collaboration skills.
• Good ticket tracking, follow-up, and time-management skills.

Support Hours

• Monday to Friday shift rotation: 8:00 AM – 5:00 PM/ 10:00 AM – 7:00 PM
• Participate in a rotational shift schedule with team members.
• Provide weekend and after-hours support when required for critical incidents, system health checks, and business-critical support activities.

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R23111973