We are looking for Desktop Support Engineers with helpdesk experience! Candidates are expected to handle IT helpdesk support. Government project which requires security clearance (CAT2/CAT2A). Location is at Science Park.

• IT trained with IT frontline experience.
• support consists of IT service management (ITSM) tickets, requests, walk-in, on-site, self-help kiosk, VIP phone, on/off boarding of systems, hardware/software support
• Address and resolves basic incident, walk-in and requests, logs all incidents and requests; engages subject matter experts to resolve incidentas that are beyond the scope of their ability or responsibilities
• Ensure proper escalation of all tickets to respective departments promptly after gathering the necessary information/basic troubleshooting done. Critical tickets involving any security related matters or data breached to be escalated within an hour.
• Document resolutions and update self-help and knowledge base. Grows general knowledge of current IT application and services, increasing ability to resolve requests on first contact.
• Network troubleshooting, both wired and wireless using Fluke testing device.
• Verification of whitelisted USB device and to perform whitelisting of USB device.
• Troubleshooting of hardware problem for PCs and PC peripherals and reporting to vendor for reture merchandise authorization (RMA)
• Software installation, elevated administrator access requirements and software security compliance checking for onboarded/corporate systems.
• removal and secure erasing of storage media for write-off
• Secure token connectivity issue
• Password reset for corporate user accounts.
• Expected to move IT equipments with the proper handling tool

Requirements

• Candidates with helpdesk experience is advantageous
• Able to handle helpdesk duties
• Good communication skills
• Willing to wait for clearance before commit work (clearance time around 4-6 weeks)