Salary: $2,800 – $3,800 per month
Junior Engineer - Service Desk Lead
Own and stabilize the Level 1 service desk experience by leading triage, improving first-contact resolution, mentoring junior engineers, and driving SLA hygiene. Ensure escalations to Level 2 are high quality and reduce repeat incidents through knowledge and SOP improvements.
Key Responsibilities
Lead daily Level 1 queue triage: prioritize, assign, and manage workload to hit SLA targets.
Handle complex Level 1 cases requiring stronger troubleshooting depth (mail profiles, recurring user issues, endpoint tuning).
Perform Microsoft 365 admin-lite tasks where permitted (user/group/license support) and troubleshoot common identity/access issues at L1 boundary.
Maintain and improve knowledge base articles and SOPs; coach L1 engineers on quality and consistency.
Reduce repeat incidents by identifying patterns and proposing fixes (standard configs, preventive checks, user guidance).
Escalate to Level 2 with complete evidence (logs, reproduction steps, impact summary) and act as escalation quality gate.
Support IT asset tagging and inventory governance; ensure records are accurate and auditable.
Provide service reporting inputs (top categories, recurring issues, SLA risks) to Service Delivery Lead.
Scope Coverage (Service-Aligned)
All Level 1 scope coverage (end-user devices, OS basics, productivity tools, basic connectivity, initial security triage).
L1 triage ownership and service quality control (queue discipline, SLA hygiene, escalation quality).
Microsoft 365 admin-lite (user/group/license support) where delegated.
Mail profile troubleshooting (POP/IMAP/Outlook), printer driver/queue support, and deeper endpoint tuning within L1 boundary.
Knowledge base and SOP development; mentoring and on-the-job enablement for L1 engineers.
Required Technical Skillsets
Advanced L1 troubleshooting
Stronger Windows/macOS troubleshooting depth; common root-cause identification at endpoint level
Outlook profile / mailbox configuration troubleshooting; printer queue/driver management
Endpoint performance tuning and common stability fixes
Service desk leadership
Triage and prioritization, SLA management, and escalation governance
Coaching/mentoring junior engineers; quality assurance on tickets
Knowledge base curation and SOP writing
Productivity & identity
Microsoft 365 admin-lite: users, groups, licenses (within delegated scope)
Basic identity/access troubleshooting and secure handling of account requests
Tools & platforms exposure
Ticketing platform reporting views (SLA dashboards, queue analytics)
Remote support + endpoint management tools (customer dependent)
Microsoft 365 Admin Center (delegated) and Exchange troubleshooting basics (user context)
Knowledge base tooling (Confluence/SharePoint/Service portal KB)
Behavioural & service skillsets
Leadership without ego: calm under pressure, able to coordinate and coach.
Strong stakeholder communication: explains issues and next steps clearly to users and customer IT.
Quality mindset: cares about repeat-issue elimination and documentation standards.
Decision-making: knows what to fix, what to defer, and what to escalate.
Education & experience requirements
Diploma or equivalent in Information Technology / Computer Science (or relevant experience).
2–4 years in service desk / desktop support, with exposure to SLA environments and ticket triage.
Experience acting as shift lead, team lead, or escalation point is preferred.
Certifications (preferred / nice-to-have)
ITIL Foundation (preferred)
Microsoft 365 Fundamentals (MS-900) or equivalent (preferred)
CompTIA Network+ (nice-to-have)
Office : Newton
HOW TO APPLY :
Interested candidates, please submit your resume by clicking on “Apply Now” or [email protected]
All applications will be treated in the strictest confidence and only shortlisted candidates will be notified
Yap Lay Choo
EA Licence No. 03C5391 | Registration No. R1987101