Deskside Support Engineer (Onsite)

About the role

You will be an Onsite Deskside Support Engineer providing Level 1 IT support to end users at the client's premises. You will be the single point of contact (SPOC) for all IT-related issues at your assigned site, handling incident resolution, hardware and software IMAC, software distribution, patch management, and clinical workstation support. This role requires you to be onsite at all times as remote access is not permitted unless specifically authorised.

Responsibilities

• Incident Management & Onsite Support
• Serve as the SPOC for all end-user IT requests and incidents at the assigned site
• Diagnose and resolve Level 1 hardware and software incidents at the end user's work location
• Perform daily walkabouts on the ground floor / frontend locations to proactively identify IT issues
• Track, escalate, and follow through on all incidents until closure
• Obtain end-user sign-off upon completion of every incident or service request
• Update ticketing system (e.g. ServiceNow) with resolution details and FAQs
• Clinical Workstation & CoW Support
• Perform daily health checks and verify operational readiness of all workstations, notebooks, and Computer-on-Wheels (CoWs) before ward operations begin
• Reboot CoWs every morning before the start of ward and clinic operations
• Conduct and maintain daily CoW monitoring reports and asset lists for clinical locations
• Perform manual application updates and upgrades for clinical suite applications (e.g. eIMR, CCOE, C-DESK) at all wards and clinics
• Conduct proactive CoW health checks at least once every two (2) months
• IMAC Services (Install, Move, Add, Change)
• Manage and execute all IMAC requests for desktops, laptops, printers, and peripherals
• Coordinate with end users, third-party vendors, facilities, and finance teams for IMAC completion
• Validate assets and update asset management systems upon completion of every IMAC
• Provide daily/weekly/monthly IMAC status reports to the client
• Support two (2) major software upgrades per site per year covering all end-user devices
• Software Distribution & Patch Management
• Distribute and install software (e.g. MS Office, OS-related tools) to end-user devices
• Test software packages on at least 50 machines before mass rollout
• Manage OS and security patch deployment in coordination with the security team
• Provide a recovery plan when patch deployment fails and perform manual patching where automated tools fall short
• Conduct monthly verification of all deployed software versions across desktops and CoWs
• Asset & Documentation Management
• Maintain accurate and up-to-date asset lists for all sites including workstations, CoWs, and SATO printers
• Update the asset management / configuration database after every incident, IMAC, or hardware change
• Create and maintain operational documentation, FAQs, and self-help guides for end users
• Retain service artefacts and be audit-ready at all times
• Reporting & Communication
• Provide daily, weekly, and monthly summary and detailed reports on incidents, IMACs, patch status, and service performance
• Gather and review end-user feedback after incident closure and respond to complaints promptly
• Participate in monthly status review calls with the Delivery team
• Technical Requirements
• Min. Diploma in IT, Computer Science, or equivalent
• CAT2 / CAT2B security clearance eligibility
• 3 years of relevant IT support experience
• Customer-centric attitude with strong soft skills
• Strong PC hardware and software troubleshooting skills
• Ability to work normal and shift hours (including weekends & PH)
• Working knowledge of LAN/WAN environments
• Able to work independently and proactively
• Familiarity with ITSM tools (e.g. ServiceNow, Remedy)
• Clear communication - avoid excessive technical jargon with end users
• ITIL Foundation certified (within 2 months of onboarding)
• Must pass background check before deployment

Requirements

• -. Experience in healthcare, government, or regulated IT environments
• Familiarity with clinical applications (e.g. eIMR, CCOE) or CoW / medical cart support
• Experience with software packaging and mass deployment tools
• Microsoft Certified: Modern Desktop Administrator or equivalent

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Company Intel

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