IT Support Technician
SINGAPORE EMPLOYMENT AGENCY SERVICES PTE. LTD. · Singapore ·
- Category
- Support
Delivers L1 IT support at a Singapore employment agency — handling service desk tickets in ITSM tools (ServiceNow/Jira), troubleshooting Windows 10/11 and Microsoft 365 endpoints, performing Active Directory/Entra ID account tasks, and escalating complex issues to L2 with documentation.
* User Support: Deliver L1 technical assistance across service desk, email, phone, chat, and onsite channels.
* Ticket Management: Log, classify, prioritize, update, and resolve incidents and service requests in ITSM systems (e.g., ServiceNow, Jira).
* Endpoint & App Troubleshooting: Resolve issues across Windows 10/11 desktops, Microsoft 365, printers, peripherals, and standard line-of-business software.
* Identity & Access Management: Execute basic Active Directory and Entra ID tasks, including password resets, account unlocks, and user access provisions.
* Network & Connectivity Support: Troubleshoot basic local network, Wi-Fi, VPN, TCP/IP, DNS, DHCP, and IP printer issues.
* Asset & Lifecycle Management: Support user onboarding/offboarding, deploy workstations, install approved software, and maintain IT inventory records.
* Remote & Escalation Workflows: Provide remote desktop support and escalate complex tickets to L2 teams alongside complete diagnostic notes and error logs.
* Documentation: Create and maintain Knowledge Base (KB) articles for recurring issues and standard operational fixes.