Quess · Central Region
Desktop Engineer
We are looking for a Desktop Engineer to provide technical support and maintenance for desktops, laptops, printers, and other IT hardware and software. The ideal candidate will have hands-on experience supporting end users in a professional environment.
Key responsibilities
Provide technical support to end users for hardware, software, and networking issues (onsite or remotely).
Install, configure, and maintain desktops, laptops, printers, and other peripherals.
Troubleshoot system issues, including operating systems (Windows/macOS) and standard office applications.
Set up and support user accounts, email, and access permissions.
Maintain asset inventory and documentation of IT support activities.
Coordinate with vendors for hardware replacements and warranty claims.
Ensure timely resolution of tickets and maintain service level agreements (SLAs).
Educate and guide users on best practices and preventive maintenance.
Required Skills & Qualifications:
1–3 years of experience in desktop support or a similar IT support role.
Strong knowledge of Windows OS (Windows 10/11) and Microsoft Office suite.
Basic understanding of networking (LAN, Wi-Fi, IP addressing).
Experience in end-user support, including remote assistance tools.
Good communication and problem-solving skills.
Ability to work independently and manage time effectively.
Preferred Qualifications:
Certification in CompTIA A+, Microsoft MCP, or similar is a plus.
Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
Knowledge of Active Directory, Outlook, and remote desktop tools.*
SERVICE DESK ENGINEER
SECTION A: POSITION SUMMARY
-The 1st Level Remote Support is required to provide 1st level troubleshooting to users' queries/incidents received (regardless of source) in a professional and timely manner)
SECTION B: KEY RESPONSIBILITIES AND RESULTS
1.Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded to promptly.
2.Perform first-level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
3.Furnish and submit timely updates to customers on the status of outstanding issues within the targeted Service Level
4.Maintain ownership of cases and follow up on reported issues until closure and ensure accurate and complete relevant information is recorded.
5.Manage customer expectations and notify the Team Lead in the event of an unusual surge in calls of a specific nature/ potential escalation or complaint.
6.Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
Rajkumar Renganathan
Reg No: R1983662| EA License: 23C2060
QUESSCORP SINGAPORE PTE. LTD
Registration No. 199801439D
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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