IT Helpdesk Engineer

IT Helpdesk Engineer - Manufacturing Industry

Job Purpose
Provide frontline IT support to users across the company's Singapore sites. Resolve end-user computing, account access, hardware, software, network connectivity and peripheral issues in a timely manner, in accordance with corporate IT policies, service desk procedures, cybersecurity controls and business continuity requirements.

Key Responsibilities

• Service Desk & End-User Support (35%): Provide first-level support for incidents and service requests involving account access, laptops and desktops, Microsoft 365, printers, meeting room equipment, mobile devices and basic network connectivity. Respond to and resolve tickets within agreed service levels.
• Incident Escalation & Coordination (20%): Diagnose issues, perform basic troubleshooting and escalate unresolved incidents to the appropriate IT teams or vendors. Follow up until closure and keep users informed.
• IT Asset & Endpoint Administration (15%): Support laptop and desktop setup, replacement and movement update inventory records and assist with software installation, patch coordination and endpoint compliance checks.
• IT Security & Compliance Support (15%): Assist users with secure access practices, MFA, password resets, endpoint protection and removable media controls. Follow IT policies and procedures.
• Documentation & Continuous Improvement (15%): Maintain support records, user guides, troubleshooting notes, asset movement records and recurring issue logs to improve service quality and knowledge sharing.
• Take an active role in workplace safety and health in accordance with the Workplace Safety and Health Act and applicable Environment, Health & Safety policies and procedures.

Requirements

• Diploma or Degree in Information Technology, Computer Engineering, Computer Science or a related discipline.
• At least 2 years of relevant IT helpdesk, desktop support or end-user computing support experience in a corporate or 24/7 manufacturing environment.
• Work experience with Windows XP, Windows 7-11 and Microsoft Office 365.
• Knowledge of Windows endpoint support, Microsoft 365, Active Directory account administration, basic network troubleshooting, printer support, IT asset handling, endpoint security and service desk ticket management.
• Customer service mindset, clear communication, urgency management, teamwork, problem-solving ability, accurate documentation, attention to detail and compliance with IT procedures.

Industry: Manufacturing
Location: Singapore