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Open nowPosted today

Junior IT Engineer - Level 1 - Frontline & Basic IT Support

MyCareersFuture90,627 open roles

Pay
SGD 2,300 – SGD 2,700 a month
Where
Central, Singapore
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Your applicationOpen nowJunior IT Engineer - Level 1 - Frontline & Basic IT SupportMyCareersFuture · Central, Singapore

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The clock on this job

Early applications get read.

8.5% of postings close within 7 days. Measured by our own scanner across the market. MyCareersFuture postings stay open a median of 7 days.

Share of postings closed within
  1. 1.8%1 day
  2. 4.0%3 days
  3. 8.5%7 days
  4. 15.4%14 days
  5. 34.1%30 days
This job: posted today

MyCareersFuture median: 7 days open

The posting

Junior Engineer (Level 1) - Frontline & Basic IT Support

Role level: Level 1 (Frontline Support)

Typical experience: 0–2 years

Reporting to: Service Delivery Lead / Customer Success Lead (as assigned)

Work model: Onsite / Remote / Hybrid (based on customer deployment); may require roster for after-office support where contracted

Role purpose

Provide frontline end-user support across devices, core productivity tools, and basic connectivity issues. Deliver fast resolution for common incidents/requests, execute onboarding/offboarding SOPs, and ensure clean ticket documentation and escalation.

Key responsibilities

· Handle Level 1 remote helpdesk tickets: password resets, access issues, device setup, basic application issues, and user how-to requests.

· Support end-user devices (PCs, laptops, mobile devices, printers) including basic diagnostics and peripheral checks.

· Perform basic operating system support (Windows and macOS) and standard software installation/configuration (e.g., Microsoft Office).

· Configure user-side email, printers, and shared drive access; troubleshoot common Outlook profile and mailbox issues where applicable.

· Perform basic network troubleshooting on the endpoint side: LAN/Wi-Fi connectivity checks, IP conflicts, and VPN connectivity support.

· Run antivirus scans and conduct basic malware response steps; escalate security concerns per procedure.

· Support video conferencing tools (Microsoft Teams, Zoom) and basic meeting room user experience issues.

· Perform basic firewall/router checks such as reboot and health verification (no advanced configuration) when instructed and approved.

· Maintain IT asset tagging, inventory logging, and update records for device handovers.

· Log incidents accurately, follow ticketing discipline, and escalate to Level 2 or vendors with complete troubleshooting notes and evidence.

Scope coverage (service-aligned)

· End-user device support: PCs, laptops, mobile devices, printers, basic hardware checks (RAM/cables/storage).

· Basic OS support: Windows and macOS (user-level configuration and troubleshooting).

· Software install/config: Microsoft Office and standard business applications.

· Identity support: password resets, multi-factor authentication support, account unlocks.

· Email/printer/shared drive setup: configuration and common fixes.

· Basic connectivity: LAN/Wi-Fi endpoint troubleshooting, IP conflicts, VPN connectivity issues.

· Endpoint security hygiene: antivirus scans, basic malware response, initial security triage support.

· Collaboration tools: Teams/Zoom user support.

· Asset operations: tagging, inventory logging, handover checklist execution.

· Incident logging + proper escalation to Level 2 / vendors.

Required technical skillsets

· Endpoint & user support

· Windows 10/11 fundamentals; macOS basics

· Device setup, drivers, and common peripheral troubleshooting

· Ticket handling discipline (categorization, priority, notes, closure)

· Productivity tools

· Microsoft 365 user support (Outlook, Teams, OneDrive basics)

· Basic Office application troubleshooting

· Connectivity

· User-side Wi-Fi and LAN troubleshooting (basic diagnostics)

· VPN client connectivity support

· Security hygiene

· Basic malware handling steps, AV scans, suspicious email triage

· Awareness of escalation triggers and incident workflow

Tools & platforms exposure

· Ticketing system (e.g., Freshservice/Jira Service Management/ServiceNow - customer dependent)

· Remote support tools (RMM or screen-sharing tools as provided)

· Microsoft 365 admin-lite (user support context)

· Basic endpoint utilities: Event Viewer, Device Manager, network commands (ipconfig, ping, nslookup)

Behavioural & service skillsets

· Customer-first communication: calm, clear, and professional in all channels (phone, email, chat).

· Ability to prioritize, manage queue pressure, and meet SLA targets.

· Strong documentation habits: reproduce steps, screenshots/logs, and clear handover notes.

· Team collaboration: knows when to escalate and how to provide context that accelerates resolution.

· Learning mindset: picks up SOPs fast and updates knowledge base when instructed.

Education & experience requirements

· Diploma or equivalent in Information Technology / Computer Science (or relevant experience).

· 0–2 years of IT support experience (internships/part-time support acceptable).

· Exposure to customer-facing environments and high-volume ticket handling is a plus.

Certifications (preferred / nice-to-have)

· CompTIA A+ (preferred)

· ITIL Foundation (nice-to-have)

· Microsoft 365 Fundamentals (MS-900) (nice-to-have)

Success measures (KPIs)

· First-contact resolution rate for L1-eligible tickets

· Average response time and resolution time within SLA

· Ticket quality score (complete notes, correct categorization, proper closure)

· Reopen rate within warranty window (target low)

· Customer satisfaction (CSAT) / user feedback

Working notes

This role is expected to follow documented SOPs strictly, maintain asset and ticket hygiene, and escalate early when the issue requires admin access, deeper diagnostics, recurring fault elimination, or security-sensitive handling.

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