IT Helpdesk Engineer – L1 Support

Maltem Asia is currently seeking an IT Helpdesk Engineer for our education-sector client in Singapore.Key ResponsibilitiesServe as the first point of contact for IT incidents and service requests received through phone, email, and the IT Service Management (ITSM) system.Troubleshoot hardware, software, operating system, and connectivity issues.Provide support for Windows, macOS, Microsoft Office, Outlook, Microsoft Teams, web browsers, and enterprise applications.Assist with password resets, software installation, application configuration, and printer connectivity.Perform initial diagnosis and resolve incidents within agreed service levels.Escalate unresolved issues to onsite engineers or the appropriate L2 support teams.Track incidents through to closure and keep users informed of progress.Maintain accurate incident records and contribute to the IT knowledge base.Support critical events, including online examinations and student registration exercises.Participate in extended-hours or shift-based support arrangements where required.RequirementsRelevant IT qualifications or practical IT support experience.Experience in IT helpdesk, service desk, or technical support.Knowledge of Windows operating systems, Microsoft Office, Outlook, Teams, and basic hardware troubleshooting.Familiarity with ticketing systems and incident management processes.Strong troubleshooting, customer service, and problem-solving skills.Good spoken and written English.Ability to work in a service-oriented environment and meet SLAs.