Deskside engineer

Deskside Support Services (DSS)

Part A – General Responsibilities

The Deskside Support Services (DSS) resource will provide onsite hardware, software and end-user IT support

Key Responsibilities

Hardware and software support

• Provide hardware and software support
• Troubleshoot desktops, laptops, operating systems, applications and other IT-related issues.
• Set up new client devices and perform standard laptop and desktop re-imaging.

End-user support and ticket management

• Handle requests assigned by the Helpdesk, user walk-ups/calls and the Service Manager.
• Coordinate with the Service Desk to resolve user issues, missing tickets, missing shipments and complex cases.
• Escalate P1/P2 incidents and long-pending issues.
• Track and follow up on all open tickets.
• Follow client's support model and ticket assignment process.

Network and infrastructure support

• Provide local hands-and-feet support for network and server infrastructure.
• Assist with troubleshooting DHCP, DNS, Active Directory, wireless networks and hotspots.
• Support approved printers, mobile devices, non-CLM clients and snooping-related troubleshooting, where applicable.
• Work with offshore support teams to resolve technical issues.

Software and application support

• Troubleshoot issues that cannot be resolved by the Service Desk, including viruses, operating systems, Microsoft Office, Google Workspace, email, documents, calendars and synchronisation.

Vendor and break-fix coordination

• Coordinate with vendors for onsite hardware repairs and break-fix support
• Coordinate local support activities with relevant technical teams.

Site coordination and user support

• Act as the local site lead for coordination, command-centre activities and end-user training.
• Provide executive support for visiting executives.
• Manage disposal and e-waste processes for old PCs.
• Prepare and maintain end-user documentation for projects and tasks.

Candidate Requirements

The ideal candidate should have:

• Strong desktop, laptop, hardware and software troubleshooting skills.
• Relevant deskside support or Service Desk experience.
• Knowledge of Windows operating systems, Microsoft Office and Google Workspace.
• Familiarity with Active Directory, DHCP, DNS, wireless connectivity and printers.
• Good ticket management, escalation and coordination skills.
• Strong customer service, communication and organisational skills.
• The ability to multitask, work independently and manage competing priorities.

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This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to Quesscorp Singapore’s PDPA and e2i’s PDPA