Desktop Engineer (3 rotating shifts)

Responsibilities

• IT trained with IT frontline experience.
• Support consists of IT Service Management (ITSM) tickets, requests, walk-in, on-site, self-help kiosk, VIP phone, on/offboarding of systems, hardware/software support
• Address and resolves basic incident, walk in and requests, logs all incidents and requests; engages Subject Matter Experts to resolve incidents that are beyond the scope of their ability or responsibilities.
• Ensure proper escalation of all tickets to respective departments promptly after gathering the necessary information / basic troubleshooting done. Critical tickets involving any security related matters or data breached to be escalated within an hour.
• Document resolutions and updates self-help and knowledge base. Grows general knowledge of current IT application and services, increasing ability to resolve requests on first contact.
• Network troubleshooting, both wired and wireless using Fluke testing device.
• Verification of whitelisted USB device and to perform whitelisting of USB device
• Troubleshooting of hardware problem for PCs and PC peripherals, and reporting to vendor for Return Merchandise Authorization (RMA)
• Software Installation, Elevated Administrator access requirements and Software Security Compliance checking for onboarded / corporate systems
• Removal and Secure Erasing of storage media for write off
• Secure Token connectivity issue
• Password reset for corporate user accounts
• Expected to move IT equipment with the proper handling tool
• NO CHINA HP ALLOWED (Eg: Huawei/Oppo/Reno/Xiao Mi/Red Me,etc)
• Approved phone listing:
• Apple iPhone
• Samsung Galaxy Series
• Sony
• LG
• Google Pixel Series

Additional Information

Employment Type: 2-year contract (Renewable) Location: Science Park (Nearest MRT: Kent Ridge) Work Hours: 3 rotating shifts (Mon-Fri) 8:00 AM - 5:30 PM 8:30 AM - 6:00 PM 9:00 AM - 6:30 PM Job Overview This role will require to handle walk-in at the IT Concierge counter. Provide level 1 to 1.5 IT support Accompany vendors to restricted area Onboarding users device

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Company Intel

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