IT Field Service Engineer (Desktop/Kallang/M365)

Responsibilities: 1. Customer Service: Ensure a high level of customer satisfaction by delivering excellent support services. Act as a point of contact for escalated customer inquiries, maintaining a professional and customer-focused approach. Build and maintain strong relationships with end-users, understanding their technical needs and preferences. Gather feedback from users to identify areas for improvement and implement solutions to enhance the overall user experience. Conduct user training sessions to promote self-service options and empower users to resolve common issues independently. 2. Technical Support: Identification and resolution of hardware and software issues for end-users, both onsite and remote. Serve as an escalation point for complex technical problems, ensuring timely and effective solutions. Collaborate with other IT teams within the organization (Infra, Network, and App) to address and resolve technical issues. Oversee the development and maintenance of standardized laptop images for various user profiles. Deployment of laptops to new and existing users ensuring consistency, security, and compliance with organizational standards. Design and implement efficient processes for onboarding new employees, including laptop setup, account provisioning, and orientation on IT policies. Streamline and execute offboarding procedures, ensuring secure data removal, account deactivation, and retrieval of IT assets. Analyze issues related to Microsoft 365 applications. Troubleshoot Wi-Fi or network-related issues. Diagnose and resolve printer-related issues, including hardware malfunctions, connectivity problems, and print queue management. Develop and implement preventive and corrective maintenance strategies to optimize printer performance and minimize disruptions. Collaborate with vendors for escalated printer issues, warranty claims, and hardware replacements. 3. Documentation and Reporting: Maintain accurate records of support activities, including incident reports, service requests, and resolutions. Generate and analyze performance reports to identify trends and areas for improvement. Qualifications: Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience). Proven experience in a technical support role, with a minimum of 3 years in a leadership or supervisory position. Strong knowledge of desktop operating systems, hardware, and software applications. Excellent troubleshooting and problem-solving skills. Effective communication and interpersonal skills. IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician, ITIL V4) are desirable. Solid understanding of ITIL framework and best practices for IT service management. #J-18808-Ljbffr