Service Desk Engineer

Job ID: 18975 Location: ST Engineering Hub, SG Description:

About ST Engineering

ST Engineering is a global technology, defence, and engineering group with offices across Asia, Europe, the Middle East, and the U.S., serving customers in more than 100 countries. The Group uses technology and innovation to solve real-world problems and improve lives through its diverse portfolio of businesses across the aerospace, smart city, defence, and public security segments. Headquartered in Singapore, ST Engineering ranks among the largest companies listed on the Singapore Exchange.

Our history spans more than 50 years, and our strategy is underpinned by our core values – Integrity, Value Creation, Courage, Commitment and Compassion. These 5 core values guide every aspect of our business and are embedded in our ST Engineering culture – from the people we hire, to working with each other, to our partners and customers.

About our Line of Business – Cloud & Data Centre Solutions

ST Engineering Cloud and Data Centre Solutions Pte Ltd provides all aspects of cloud management, services, and solutions, from initial setup and migration to ongoing operations and optimization. Services include engineering works to design, build and provide facility management service for mission critical environments such data centers, disaster recovery, and business continuity sites.

Together, We Can Make A Significant Impact

As a ServiceDesk Engineer, you will be a vital member of our support team, providing top-notch technical assistance and customer service to our clients. Your primary responsibility will be to resolve enquiries, troubleshoot issues, and ensure our cloud systems are running efficiently. You will have the opportunity to work with cutting-edge technology while collaborating with skilled professionals committed to service excellence.

Be Part of Our Success

• Standardize and develop necessary guidance, process and procedures to continuously improve incidents management, escalation and system monitoring.
• Responsible in tracking incidents, service request and change requests logged by users in line with the agreed SLAs
• Providing level 1 technical support and helpdesk email enquiries to external users and proactively identify and manage potential problems and address enquiries to meet client satisfactions.
• Execute ITIL best practices thru the service desk support processes.
• Work effectively and closely with Ops-Leads and Service Delivery Manager and carry out ad hoc IT operation assignments and tasks arise from projects or day-to-day operation.
• Provide Level 2 and Level 3 technical support for cloud-related queries and incidents
• Troubleshoot and resolve issues related to cloud infrastructure, applications, and services
• Document technical processes and maintain accurate records of issues and resolutions.
• Collaborate with internal teams to escalate and resolve complex issues, ensuring a seamless customer experience.
• Stay updated with the latest cloud technologies and trends to provide informed support.

Qualities We Value

• Excellent communication skills, both verbal and written.
• A proactive mindset with the ability to work independently as well as in a team environment.
• Familiar with cloud platform e.g AWS, Microsoft product and Laptop engineering will be a plus.
• Proven problem-solving skills and a customer-centric approach.
• Service oriented personnel who can handle high-pressure

Our Commitment That Goes Beyond the Norm

• An environment where you will be working on cutting-edge technologies and architectures.
• Safe space where diverse perspectives are valued, and everyone’s unique contributions are celebrated.
• Meaningful work and projects that make a difference in people’s lives.
• A fun, passionate and collaborative workplace.
• Competitive remuneration and comprehensive benefits.