Deskside engineer

Deskside Support Services (DSS)

Part A – General Responsibilities

The Deskside Support Services (DSS) resource will provide onsite hardware, software and end-user IT support

Key Responsibilities

• Hardware and software support
• Provide hardware and software support
• Troubleshoot desktops, laptops, operating systems, applications and other IT-related issues.
• Set up new client devices and perform standard laptop and desktop re-imaging.
• End-user support and ticket management
• Handle requests assigned by the Helpdesk, user walk-ups/calls and the Service Manager.
• Coordinate with the Service Desk to resolve user issues, missing tickets, missing shipments and complex cases.
• Escalate P1/P2 incidents and long-pending issues.
• Track and follow up on all open tickets.
• Follow client's support model and ticket assignment process.
• Network and infrastructure support
• Provide local hands-and-feet support for network and server infrastructure.
• Assist with troubleshooting DHCP, DNS, Active Directory, wireless networks and hotspots.
• Support approved printers, mobile devices, non-CLM clients and snooping-related troubleshooting, where applicable.
• Work with offshore support teams to resolve technical issues.
• Software and application support
• Troubleshoot issues that cannot be resolved by the Service Desk, including viruses, operating systems, Microsoft Office, Google Workspace, email, documents, calendars and synchronisation.
• Vendor and break-fix coordination
• Coordinate with vendors for onsite hardware repairs and break-fix support
• Coordinate local support activities with relevant technical teams.
• Site coordination and user support
• Act as the local site lead for coordination, command-centre activities and end-user training.
• Provide executive support for visiting executives.
• Manage disposal and e-waste processes for old PCs.
• Prepare and maintain end-user documentation for projects and tasks.

Candidate Requirements

The ideal candidate should have:

• Strong desktop, laptop, hardware and software troubleshooting skills.
• Relevant deskside support or Service Desk experience.
• Knowledge of Windows operating systems, Microsoft Office and Google Workspace.
• Familiarity with Active Directory, DHCP, DNS, wireless connectivity and printers.
• Good ticket management, escalation and coordination skills.
• Strong customer service, communication and organisational skills.
• The ability to multitask, work independently and manage competing priorities.

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This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to Quesscorp Singapore’s PDPA and e2i’s PDPA

Skills

Service Desk Management, Issue Escalation, Organisational Skills, Coordination, Service Management, Laptops, Hardware Troubleshooting, Windows OS, Multitasking, Hardware and Software Support, Help Desk Support, network printers, Customer Service, Ticket Management, DNS, It Application