Helpdesk Technician Tier 1

The role 

We are seeking a reliable, tech-savvy, and customer-focused Tier 1 Help Desk Technician to join our IT team. This position is responsible for providing first-level support for end-user IT issues, including hardware, software, and basic networking problems. 

You’re welcome to work remotely in Singapore.

Your responsibilities will include:

• Serve as the first point of contact for users seeking technical assistance in person, messaging, ticket, or email.
• Log, categorize, and prioritize all incoming support requests in the IT ticketing system.
• Analyze, troubleshoot, resolve and document a broad scope of hardware, software, and peripheral issues (e.g., printers, monitors, network).
• Assist with user account creation, password resets, and access permissions in Active Directory and other enterprise systems.
• Install, configure, and maintain desktop/laptop computers, mobile devices, and software applications.
• Escalate complex or unresolved issues to Tier 2/3 support in a timely manner.
• Maintain and update asset inventory records.
• Facilitate and support seamless onboarding and off-boarding processes, including workstation setup, re-imaging and return.
• Follow standard procedures for proper escalation and ticket closure.
• Provide excellent customer service by ensuring timely and clear communication with end users.
• Extensively document actions taken and suggested resolutions in detail.
• Actively contribute to IT knowledge base.
• Assist with regular IT maintenance tasks, such as software updates and hardware checks (for both user endpoints and office infrastructure).
• Ensure compliance with company IT policies and procedures.

It will be an added bonus if you have:

• Exhaust all possible scenarios within their access level when attempting to resolve an issue
• Proactively seek feedback from peers, mentors, and leaders
• Exhibits prideful ownership of work and proactively champions the needs of the team, users, and projects
• Contribute to continuous service improvement by participating in projects and driving operational enhancements.
• Build meaningful and fruitful relationships within the team and cross functionally
• Fearlessly seek improvement personally, within processes, and within the team’s culture

We expect you to have:

• An IT customer support background with 4+ years of service desk technical experience.
• Advanced troubleshooting skills in AV systems, Microsoft Azure, Microsoft 365 (including Office 365), networking, software and MDM administration, along with experience managing enterprise applications such as Slack, Jira, Zoom, and similar tools.
• Technical documentation and knowledge base (KB) writing skills.
• Hands-on experience with Jira or comparable service management systems.
• A customer-first mindset, prioritizing employee satisfaction and support quality.
• The ability to independently resolve technical issues across the support portfolio.
• Strong organizational skills with the capacity to effectively prioritize and manage a busy workload.
• A collaborative spirit, working seamlessly with cross-functional team members to meet employee needs and achieve company goals.