L1 Service Desk Engineer

L1 Service Desk Engineer
Location: Singapore
Employment Type: 12 Months Contract
Working Hours: 24x7 Rotating Shifts

About the Role
Our Client is looking for an L1 Service Desk Engineer to provide first-line technical support and operational monitoring within a 24x7 Managed Services environment.

You will be responsible for incident monitoring, ticket management, service request fulfilment, customer communication, and day-to-day operational support across multiple customer environments.

This role is suitable for junior IT professionals looking to build their career in IT Operations and Managed Services. Training will be provided on supported technologies, enterprise platforms, and operational processes.

Key Responsibilities
Service Desk Operations

• Serve as the first point of contact for incidents, alerts, and service requests.
  
  
• Log, track, update, and manage tickets in accordance with defined processes and SLA requirements.
  
  
• Perform initial triage, troubleshooting, and resolution of common technical issues.
  
  
• Escalate incidents to the appropriate support teams when required.
  
  
• Monitor ticket queues and ensure timely follow-up with customers and technical teams.
  
  

Monitoring & Incident Management

• Perform proactive monitoring of customer environments and managed services platforms.
  
  
• Respond to system alerts and operational events.
  
  
• Conduct initial assessment and impact analysis of incidents.
  
  
• Support major incident communications and escalation processes.
  
  

Operational Support

• Execute routine operational activities and health checks.
  
  
• Perform basic Linux administration tasks under guidance and documented procedures.
  
  
• Assist with maintenance activities and operational tasks as assigned.
  
  
• Support service continuity through accurate shift handovers.
  
  

Customer & Team Collaboration

• Communicate professionally with customers, internal teams, and stakeholders.
  
  
• Provide timely updates regarding incidents, service requests, and operational activities.
  
  
• Maintain accurate documentation of activities, troubleshooting steps, and resolutions.
  
  
• Contribute to knowledge-sharing and process improvement initiatives.
  
  

Multi-Site Support

• Provide support across multiple customer environments as required.
  
  
• Be willing to work from different customer or support locations when operational needs arise.
  
  

Requirements

• Basic understanding of Linux operating systems; Red Hat Enterprise Linux is preferred.
  
  
• Basic understanding of server and infrastructure concepts.
  
  
• Familiarity with troubleshooting methodologies and operational support processes.
  
  
• Exposure to IT support, Service Desk, NOC, ITOC, or infrastructure operations is advantageous.
  
  
• Strong verbal and written communication skills.
  
  
• Good customer service and stakeholder management skills.
  
  
• Positive attitude with a strong willingness to learn.
  
  
• Good problem-solving and teamwork skills.
  
  
• Willingness to work rotating shifts, including night shifts.
  
  
• Willingness to travel or relocate to different customer sites when required.
  
  

Qualifications & Experience

• Diploma or Degree in Information Technology, Computer Science, Engineering, or a related discipline.
  
  
• Candidates with up to 2 years of experience in IT support, Service Desk, NOC, or infrastructure support will have an advantage.
  
  
• Basic knowledge of Linux, preferably Red Hat, is desirable.
  
  
• Willingness to learn new technologies and work in a 24x7 operations environment.
  
  

Working Hours This is a 24x7 rotating shift environment, with an expected shift distribution of:

• Approximately 75% Night Shift: 8:00 PM – 8:00 AM
  
  
• Approximately 25% Day Shift: 8:00 AM – 8:00 PM
  
  
• Weekend, public holiday, and shift work may be required.
  
  
• Willingness to travel between customer sites when operational support is required.
  
  

How to Apply: Interested applicants, please click on the “Apply Now” to submit your updated resume.

Please note: Due to the anticipated high volume of applications, only shortlisted candidates will be contacted. All information provided will be treated with strict confidentiality and used solely for recruitment purposes.

Cheah Wei Ee
Team Lead - Contracting
EA Personnel No: R23114782
Peoplebank Singapore Pte Ltd | EA Licence No: 08C5248