Senior/Desktop Support Engineer (IT), A*STAR BII

Job description

We are seeking a highly motivated and skilled Desktop Support Engineer to join our dynamic IT team in Singapore.

This role is crucial for ensuring the smooth operation of our end user computing environment.

The successful candidate will provide technical support to employees, troubleshoot hardware and software issues, and manage user accounts and devices within our IT infrastructure.

KEY RESPONSIBILITIES:

End User Support

·Provide technical support to end users for hardware, software, and network related issues via phone, email, chat, and in person.

·Diagnose and resolve basic to moderate issues related to operating systems (Windows, macOS), productivity suites (Microsoft Office 365, Google Workspace), and other business applications.

·Assist with printer setup, troubleshooting, and basic network connectivity issues (TCP/IP, DNS, DHCP).

·Perform basic troubleshooting of mobile devices (iOS, Android).

·Escalate complex issues to senior engineers or relevant IT teams when necessary.

System Administration & Device Management

·Install, configure, and deploy new workstations, laptops, and peripheral devices.

·Assist with imaging and re imaging of devices according to company standards.

·Perform basic user account management in Active Directory (e.g., password resets, unlocking accounts, creating new user accounts based on templates).

·Assist with device enrollment and management within Microsoft Intune, ensuring devices are compliant with company policies.

·Maintain accurate inventory of IT assets.

Documentation & Best Practices

·Document support activities, solutions, and procedures in the ticketing system and knowledge base.

·Follow established IT policies, procedures, and security best practices.

·Participate in creating and updating user guides and technical documentation.

Advanced Troubleshooting & Problem Resolution

·Serve as an escalation point for complex hardware, software, and network issues that cannot be resolved by junior staff.

·Conduct in depth root cause analysis for recurring problems and implement sustainable solutions.

·Troubleshoot complex issues related to directory services, including LDAP and Active Directory, focusing on authentication, authorization, Group Policy Objects (GPOs), and replication.

·Diagnose and resolve advanced issues within Microsoft Intune, including application deployment failures, policy conflicts, compliance issues, and device enrollment problems.

System Design & Optimization

·Lead the design, implementation, and optimization of desktop deployment and management solutions, leveraging Microsoft Intune, Microsoft Defender, Tanium, and other endpoint management tools.

·Develop and implement robust desktop security policies and configurations within Intune and Active Directory.

·Automate repetitive tasks and processes related to desktop management and user support using scripting (e.g., PowerShell).

·Evaluate and recommend new technologies to enhance user productivity, security, and IT efficiency.

Active Directory & LDAP Management

·Administer and maintain Active Directory infrastructure, including users, groups, OUs, and GPOs.

·Manage permissions and access rights across various systems, integrating with Active Directory and LDAP where applicable.

·Experience with LDAP queries and understanding of directory service protocols.

Project Management & Advocacy

·Develop and deliver training sessions for end users and IT staff on new systems and best practices.

·Collaborate with other IT teams (Network, Server, Security) to ensure seamless IT operations.

JOB REQUIREMENTS:

·Diploma in Computer Science, Information Technology, or a related field, or equivalent practical experience.

·3+ years of experience in a desktop support or IT support role, with demonstrable experience in desktop administration and management.

·Proficient in troubleshooting and supporting Windows 10/11 and Linux environments.

·Strong understanding and hands on experience with Active Directory (AD), including user/group management, GPOs, and basic troubleshooting.

·Proficient with Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, Teams, OneDrive, SharePoint)

·Experience with Microsoft Intune for device management, application deployment, and policy enforcement.

·Understanding of LDAP concepts and its role in directory services.

Experience with LDAP queries and integration with Active Directory.

·Basic to intermediate understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, WiFi).

·Experience with diagnosing and troubleshooting hardware issues for desktops, laptops, printers, and mobile devices.

·Scripting (Senior role): Experience with PowerShell for automation and scripting.

·Experience with IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Desk).

·Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non technical users.

·Strong analytical and problem solving skills with a logical approach to troubleshooting.

·Customer centric mindset with a commitment to providing excellent service.

·Ability to work independently and as part of a team.

·Strong organizational skills and ability to prioritize multiple tasks in a fast paced environment.

·Proactive and eager to learn new technologies.

Preferred Certifications (a plus, but not mandatory):

·CompTIA A+

·CompTIA Network+

·Microsoft Certified: Modern Desktop Administrator Associate

·Microsoft Certified: Identity and Access Administrator Associate

·ITIL Foundation

Required Skill Profession

Computer Occupations