IT Helpdesk Specialist (Network / Firewall) - spvw

We are looking for an experienced IT Helpdesk Support Engineer to support and maintain critical application systems, ensuring smooth operations and high system availability. Join our dynamic team and contribute to significant government projects!

• Opportunity to develop skills in software development, troubleshooting, and application support.
• Be part of a team ensuring mission-critical applications run smoothly.
• Competitive salary and benefits package. (Basic + Bonus)

Responsibilities:

• Provide multi-channel support by handling customer inquiries via hotline, email, online forms, chatbot, portal, and case management system.
• Perform basic troubleshooting in accordance with standard operating procedures (SOPs) and user guides.
• Escalate complex or unresolved issues to the appropriate teams, ensuring timely resolution within the defined Service Level Agreement (SLA).
• Maintain accurate and timely records of all customer interactions and follow-ups in the CRM system.
• Monitor and highlight recurring issues or trends to the team leader for proactive resolution.

Job Requirements:

• ITE, NITEC, or Diploma in Computer Science or a related field.
• Minimum 2 years of experience in a Technical Helpdesk or IT Support role.
• Prior experience supporting government-related projects.
• Strong verbal and written communication skills.
• Familiarity with firewall configurations, IP address whitelisting, and basic networking concepts (e.g. CCNA-level knowledge) would be an added advantage.
• Detail-oriented with a high level of accuracy in logging and managing customer interactions.
• Proactive in identifying and escalating recurring issues or potential problem trends.

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Wong Vi Yin (Vanessa) – R24123532
ScienTec Consulting Pte Ltd – 11C5781