System Support Engineer

GNA ENGINEERING PTE. LTD.Singaporemycareersfuturepublished 11/05/2026

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Job Overview

We arelooking for an L1 Application / System Support Engineer to provideday-to-day operational and software maintenance support for assigned systemsand applications. The role will be responsible for system monitoring, usersupport, incident management, basic troubleshooting, and coordination withhigher-level technical support teams and vendors.

Key Responsibilities

Monitor system health, application alerts, logs, dashboards, and notifications.
Perform routine system health checks and identify abnormalities or service disruptions.
Serve as the first point of contact for users experiencing system or application issues.
Log, categorize, prioritize, track, and follow up on incidents and service requests using the ticketing system.
Perform basic troubleshooting and initial diagnosis based on established procedures and knowledge guides.
Collect relevant information such as screenshots, logs, error messages, and user observations for technical investigation.
Support common user requests, including system usage guidance, password resets, account unlocks, and basic account-related matters.
Escalate unresolved or complex issues to L2/L3 support teams or external vendors and follow through until resolution.
Coordinate with system owners, technical teams, maintenance vendors, and users during incidents and maintenance activities.
Provide timely updates on incidents, system disruptions, and recovery status.
Maintain accurate incident records, troubleshooting guides, operational procedures, and knowledge base documentation.
Prepare routine system health, maintenance, incident, and monthly support reports.
Participate in training and knowledge-transfer sessions to develop and maintain familiarity with the supported systems.
Provide 24/7 on-call support for Severity 1 / Critical incidents when required, including incident coordination, recovery support, and post-incident follow-up.

Service Coverage

Normal business hours: Routine operational support, monitoring, user requests, and incident handling.
After business hours: On-call support for Severity 1 / Critical incidents.
Coordinate with L2/L3 technical teams and external maintenance vendors where necessary.

Preferred Candidate Profile

Diploma or Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related discipline.
Experience in application support, system support, IT operations, helpdesk, or service desk support is preferred.
Basic understanding of system/application monitoring, incident management, troubleshooting, and user support.
Familiarity with ticketing or IT service management tools would be an advantage.
Able to interpret basic system logs and error messages and perform initial troubleshooting.
Good communication and coordination skills, particularly when working with users, technical teams, and vendors.
Able to maintain clear operational and incident documentation.
Willing and able to provide 24/7 on-call support for critical incidents when required.

Key Skills