L1 Support Engineer

24x7 L1 Support Engineer (12hrs Shift Helpdesk & Onsite)

Responsibilities

• Provide 24x7 first-level support (12-hour shift helpdesk and onsite) for DXC Support Teams, clients, and clients’ third-party vendors.
• Perform first-level troubleshooting for customer issues.
• Answer customer calls in a professional and courteous manner.
• Log calls accurately, including a clear problem description, resolution, and all activities performed during resolution.
• Attend daily operations review meetings.
• Conduct initial diagnostics, categorize incidents, set priorities, and dispatch tickets/work items.
• Support and coordinate with support teams during incident/problem investigation and resolution.
• Identify incident trends and elevate incidents in accordance with standard operating procedures.
• Ensure timely case attention, resolution, escalation, and closure to meet SLA requirements.
• Ensure timely escalation of major and critical incidents.
• Submit daily and periodic statistics and reports on time.
• Report service outages, service degradation, and/or batch failures in a timely manner.
• Contribute to and submit knowledge requests when information is missing or lacking in the knowledge base.
• Liaise with internal and external vendors to address customer queries.
• Proactively assist customers to avoid or reduce problem recurrence.
• Actively pursue continuous improvement initiatives to enhance overall service desk performance.

Education and Experience Required

• Diploma or certification in information technology or related fields.
• Minimum 1–2 years of post-education IT work experience.
• Working knowledge of Windows, Unix, and networking.
• Basic configuration and administration of PCs and laptops is a plus.
• Proficient computer skills, including O365; data analysis skills using Excel and Power BI are a plus.
• Experience with call tracking/ticket management systems (ServiceNow or Jira); Autotask is preferred.
• Experience with managed services, IT integration, and/or consulting is a plus.
• Ability to work independently and/or in a team environment.
• Ability to deliver valuable and professional IT services to external clients.
• Time management and organizational skills to complete assigned tasks efficiently.
• Good communication skills to ensure successful resolution of client issues.
• Ability to interact professionally with a diverse group of colleagues and clients.
• Ability to work on-site at client locations in respect of the client’s work environment and staff.
• Ability to remain calm and composed in challenging situations and with frustrated clients.
• Provide excellent communication with the client while on-site to ensure superior client service.
• Only Singaporeans.
• Willing to work shifts: 12-hour shift including public holidays and weekends.
• Fully vaccinated.