SG - Senior IT Support Engineer

Job Description

About the role:

We are looking for a skilled Senior IT Support Engineer to join our IT team. You will provide technical support for desktops, laptops, printers, and authorized peripherals, ensuring smooth day-to-day operations across the organization while adhering to company standards and compliance requirements.

Key Responsibilities:

Technical Support & Maintenance:

• Install, upgrade, and troubleshoot Windows 10/11, Microsoft Office, and other authorized desktop applications.

• Support and maintain printers, computer hardware, and peripheral equipment.

• Perform preventive maintenance and remedial repairs on desktops, laptops, and printers.

• Customize desktop hardware to meet user specifications and site standards.

• Ensure compliance with warranty requirements and return defective parts to inventory.

• Monitor, operate, and restore service for PCs, laptops, and terminal service clients with authorized network access.

• Escalate complex issues to Tier 3 support when beyond scope.

Operational Tasks:

• Respond to and resolve hardware and application support queries escalated from the service desk.

• Manage email accounts and distribution lists in Exchange.

• Administer user accounts and password resets in Active Directory.

• Deploy operating system configurations using standard tools and methodologies.

• Track and maintain hardware and software inventory.

• Familiarize end-users with basic hardware and software operations.

• Collaborate with vendors and IT teams to resolve technical issues and support branch builds/upgrades.

• Follow departmental procedures for fault resolution and suggest improvements to desktop standards.

• Prepare and arrange equipment for shipping/receiving.

Knowledge Development:

• Maintain a strong understanding of IT operations, applications, and business processes.

• Develop technical expertise in company systems and specialized areas.

• Stay updated on operating systems and application software to provide high-level support.

• Demonstrate knowledge of company guidelines, processes, and procedures.

Requirements:

• Diploma/Degree in Information Technology, Computer Science, or related field.

• More than 5 years of experience in desktop support or IT helpdesk roles.

• Strong technical knowledge of current protocols, operating systems, and standards.

• Strong troubleshooting skills for hardware and software issues.

• Hands-on experience with Windows 10/11, Microsoft Office 365, Active Directory, Exchange, and remote control tools.

• Basic networking knowledge (routers, switches, firewalls, TCP/IP).

• Familiarity with ServiceNow or similar ticketing systems & asset management tools (e.g., HPAM).

• Advantageous:

• Market data systems (Bloomberg, Reuters)

• Middleware (TIBCO)

• Scripting (Perl, Shell)

• SQL and reporting tools

• FIX protocol and TCP/IP

Soft Skills:

• Excellent communication and customer service skills.

• Ability to work independently and as part of a team.

• Strong organizational skills and attention to detail.

Why Join Us?

• Work in a dynamic, tech-driven environment.

• Opportunities for skill development and career growth.

• Collaborative team culture with exposure to enterprise IT systems.