L1 Support Engineer

Designation : Support Engineer

Location : Jurong Island

Experience : 2 Years

Responsibilities :

• Deliver first-level IT support for desktops, laptops, printers, IP phones, AV equipment, and peripherals to resolve user issues promptly.
• Troubleshoot hardware, software, operating system, and Microsoft 365 issues to maintain system functionality.
• Administer Microsoft 365 services including Teams, Outlook, SharePoint, OneDrive, and Exchange Online to support collaboration and communication.
• Perform IT asset tagging, inventory management, and asset lifecycle tracking to ensure accurate asset records.
• Support joiner, mover, and leaver processes to facilitate smooth IT transitions for employees.
• Assist with Windows updates, software deployment, endpoint hardening, and image management to maintain system security and performance.
• Conduct first-level troubleshooting of servers, networks, firewalls, and wireless devices under Level 2 engineer guidance to support infrastructure stability.
• Coordinate with third-party vendors for warranty, repairs, and technical support to resolve hardware and software issues efficiently.
• Maintain IT documentation, SOPs, user guides, and operational records to support knowledge sharing and compliance.
• Support cybersecurity initiatives such as MFA, antivirus, phishing awareness, endpoint protection, and security monitoring to safeguard IT assets.
• Prepare monthly operational and incident reports to track IT support activities and issues.
• Escalate unresolved incidents to Level 2 support and monitor progress until resolution to ensure timely problem-solving.
• Comply with company IT security policies, confidentiality requirements, and cybersecurity standards to protect organisational data.

Required competencies and certifications :

• Diploma or Degree in Information Technology or Computer Science.
• Minimum 2 years of experience in IT Helpdesk, End User Computing, or Desktop Support.
• Proficient knowledge of Microsoft Windows, Microsoft 365, Active Directory, and SharePoint.
• Experience supporting desktops, laptops, printers, and mobile devices.
• Basic understanding of networking, servers, and cybersecurity concepts.
• Experience with IT asset management and documentation.
• Strong troubleshooting, analytical, and communication skills.
• Ability to work independently and manage multiple support requests.