Helpdesk Support Engineer

We are seeking a dedicated IT Support Specialist to join our team and ensure seamless technology operations across our organisation. This role combines technical expertise with excellent customer service skills to support end-users and maintain critical IT infrastructure across multiple locations on Sentosa Island.

Key Responsibilities

Infrastructure & Network Support

• Maintain and support end-user computing devices (EUCDs) and network infrastructure, including LAN and WiFi systems
• Oversee back-end server operations to ensure optimal performance and reliability across all locations

Security Management

• Administer and manage anti-virus solutions, specifically Trend Micro and Apex One Office Scan systems
• Ensure all IT systems remain current with security patches for Windows, Intel drivers, and applications to maintain organisational security standards

Service Desk Operations

• Provide comprehensive helpdesk support through multiple channels including email, IT hotline, walk-in requests, and both onsite and remote assistance
• Maintain detailed logs of all incidents and support requests whilst ensuring timely resolution through our ITSM platform

Technical Support & Deployment

• Manage front-end client systems running Windows 11 and other operating systems, including imaging, deployment, and troubleshooting
• Provide technical assistance for hardware and software setup, configuration, and problem resolution

Asset & Vendor Management

• Maintain accurate IT asset management records, including asset tagging and proper disposal of equipment
• Coordinate with vendors for system setup, repairs, and maintenance activities whilst logging all cases appropriately

Documentation & Reporting

• Create clear technical documentation and user manuals with step-by-step instructions
• Maintain work-in-progress reports and ensure all activities are properly documented for knowledge sharing and compliance purposes

Additional Support

• Configure and support online video conferencing systems to facilitate effective communication across the organisation
• Undertake other duties as assigned by the IT Supervisor to support overall departmental objectives

Requirements:

• Diploma or degree in Information Technology, Computer Science, or related field
• Minimum 2-3 years of experience in IT support or helpdesk roles
• Strong knowledge of Windows operating systems, particularly Windows 11
• Experience with network troubleshooting (LAN/WiFi)
• Familiarity with ITSM platforms and ticketing systems
• Knowledge of anti-virus management systems (Trend Micro preferred)
• Understanding of hardware and software troubleshooting methodologies

Preferred Qualifications

• Professional certifications (CompTIA A+, Network+, or Microsoft certifications)
• Experience with server administration
• Knowledge of video conferencing systems
• Asset management system experience
• Previous experience in government or public sector environments

Good to Have:

• Excellent problem-solving and analytical skills
• Strong communication and interpersonal abilities
• Customer service orientation with focus on user satisfaction
• Ability to work independently and manage multiple priorities
• Attention to detail and commitment to documentation
• Willingness to travel between multiple office locations
• Adaptability to changing technology environments