Service Desk engineer

ITCAN is seeking a motivatedService Desk Engineer to join its remote support team in Singapore. In this entry‑level position, the engineer will act as the first point of contact for users, delivering timely and professional technical assistance across a variety of support channels.

About the Role

The role focuses on delivering effective first‑level troubleshooting and resolution of incidents reported by internal users. The engineer will manage incoming tickets, coordinate with higher‑level technical groups when needed, and ensure a high standard of service delivery while working remotely.

Key Responsibilities

• Address user inquiries and incidents promptly through phone, email, chat, or ticketing systems.
• Classify, prioritize, and document support requests in accordance with established processes.
• Perform diagnostics, troubleshoot hardware and software issues, and apply appropriate fixes.
• Escalate complex problems to specialist teams while maintaining clear communication with end‑users.
• Maintain an accurate knowledge base of solutions and update documentation regularly.

Requirements

• Proven experience in a first‑level technical support environment or comparable role.
• Strong understanding of operating systems, networking basics, and endpoint devices.
• Excellent written and verbal communication skills; ability to convey technical concepts clearly.
• Proficiency with ticketing systems, remote‑control tools, and basic scripting or automation is a plus.
• Self‑motivated, detail‑oriented, and capable of working independently in a remote setting.

What We Offer

Employees can expect a collaborative culture that values continuous learning and professional growth. While specific benefits are not listed, the organization supports flexible working arrangements and provides the necessary resources for career development within the IT service desk domain.