The Truth of the IT Support Engineer

What is the IT Support Engineer

With the increasing use of technology in modern times, there is a growing requirement to provide technical support. Many organizations locate their technical support departments or call centers in countries or regions with lower costs. Dell was amongst the first companies to outsource their technical support and customer service departments to India in 2001. There has also been a growth in companies specializing in providing technical support to other organizations. These are often referred to as IT MSPs (IT Managed Service Providers).  

 

What are the Roles & Responsibilities of IT Support Engineer?

The roles and responsibilities of an IT support engineer vary depending on the company and the specific position, but generally they are responsible for providing technical support to users, managing and maintaining computer networks, and troubleshooting hardware and software issues. They may also be responsible for training users on new software or hardware, and developing and implementing IT policies and procedures.

What are the requirements of IT Support Engineer?

The requirements of IT Support Engineer are:

• Higher Nitec/ Diploma in Computer Engineering or a similar field
• at least 1 year of experience in technical support, systems administration, or a related field.
• Strong problem–solving and troubleshooting skills.
• Excellent written and oral communication skills.
• Strong customer service skills.
• Ability to project manage
• Experience with Operating System (Windows, Mac and Linux)
• Experience with computer hardware systems
• Experience with LAN / WAN / Wired and Wireless networking
• Experience with Server Administration.
• Experience with virtualization and cloud technologies

 

We are actively hiring IT Support Engineers in Singapore and Malaysia.

 

Type of IT Support Engineers

• Systems IT Support Engineer
• Infrastructure IT Support Engineer

Systems IT Support Engineer

The Systems Support Engineer undertakes complex projects related to system provisioning, installations, configurations as well as monitoring and maintenance of systems. He/She applies highly developed specialist knowledge and skills in systems administration and works toward continuous optimisation of system performance. He implements system improvements and instructs other IT staff in the resolution of most complex issues. He is required to be on standby with on-call availability with varied shifts including nights, weekends and holidays to resolve systems related incidents.

He works in a team setting and is proficient in Infrastructure systems and Network related tools and techniques required by the organisation. He is also familiar with the relevant platforms on which the database is deployed on.

The IT Support Engineer is able to quickly and effectively solve issues as they arise. He is able to methodically identify the cause of the issue, evaluate it and develop a solution in collaboration with the team. He is able to communicate effectively and displays high service level standards.

 

Systems IT Support Engineer Salary in Singapore

S$2500-S$6000

Job Description for Systems IT Support Engineer

Oversee service level agreements and service improvements

• Monitor service-level objectives to ensure that requirements are met or exceeded
• Develop client satisfaction metrics and service procedures
• Propose recommendations to improve performance and client satisfaction
• Manage the development of service-level objectives and targets

 

Design and develop new systems

• Design and develop new systems Develop new systems in accordance with business analysis and systems requirements
• Design security and integrity controls
• Install, modify, implement and maintain systems
• Define the system maintenance procedures
• Analyse the use of new systems to identify enhancement needs
• Conduct user acceptance tests for the newly deployed systems
• Lead research initiatives for the development of advanced and automated approaches for system administration
• Interpret internal or external business issues and recommends solutions and/or best practices
• Provide technical advice on installation, setup, configuration of systems

 

Optimise systems performance

• Explore opportunities to optimise the delivery of systems services with emphasis on availability, reliability, scalability, and security
• Conduct system audits and upgrades
• Develop automated processes to define, measure, and report on service quality, stability and capacity
• Analyse system requirements and performance to optimise the use of network operating systems
• Schedule installations and upgrades in accordance with organisational policies, procedures and protocols

 

Resolve system-related incidents

• Conduct risk assessments of systems
• Investigate cause of systems issues and resolve issues to ensure uninterrupted operations
• Resolve escalated system-related issues to identify root cause and potential solutions

Infrastructure IT Support Engineer

The Infrastructure Support Engineer assists with infrastructure planning, design, operations and maintenance. He/She assists with technical infrastructure performance analysis to identify problems and risks, makes improvement recommendations and supports implementation of preventive solutions. He follows procedures, processes and quality standards and takes appropriate corrective action in response to readily identifiable infrastructure problems and incident. He is required to be on standby with on-call availability with varied shifts including nights, weekends and holidays.

He works in a team setting and is proficient in Infrastructure systems and Network related tools and techniques required by the organisation. He is also familiar with the relevant software platforms on which the database is deployed.

The IT Support Engineer is able to resolve issues quickly and effectively as they arise. He is able to methodically identify and evaluate the cause of issues, and develop solutions in collaboration with the team. He is able to communicate effectively and displays high service level standards.

 

Infrastructure IT Support Engineer Salary in Singapore

S$2500-S$6000

Job Description for Infrastructure IT Support Engineer

Oversee infrastructure operations

• Manage infrastructure operations activities and installation of infrastructure systems according to design specifications
• Align infrastructure operations with agreed service level agreements
• Leads infrastructure operations project planning and requirements phases
• Manage the implementation of agreed infrastructure changes and maintenance routines
• Contributes to the design and implementation of infrastructure replacement plans

 

Maintain infrastructure performance

• Perform ongoing tuning and optimisation of infrastructure hardware and software components such as updates and upgrades
• Manage infrastructure testing and implementation
• Gather performance and data usage statistics for capacity planning and reporting
• Pilot new tools, technologies, and/or processes to enhance the performance of infrastructure systems

 

Resolve infrastructure-related problems and issues

• Conduct root cause analysis to explore possible solutions
• Simulate user problems to explore solutions to resolve problems
• Oversee updates on issues to ensure resolution
• Recommend system modifications to address issues Guide and/or train teams to resolve infrastructure-related incidents
• Create temporary solutions until permanent solutions can be developed to resolve infrastructure-related incidents

 

Oversee service level agreements and service improvements

• Manage the development of service-level objectives and targets
• Monitor service-level objectives to ensure that requirements are met or exceeded
• Develop client satisfaction metrics and service procedures
• Propose recommendations to improve performance and client satisfaction

IT Support Jobs

Head of Operations and Support

Operations Centre Support Engineer

Systems Support Engineer

Operations Centre Support Engineer

Associate Infrastructure Support Engineer

Frequently Asked Questions

What is the difference between IT support engineer and IT engineer?

IT support engineer and IT engineer are two different job titles in the field of information technology. IT support engineers provide technical support to users of computer hardware and software, while IT engineers design, develop, and maintain computer systems and networks.

 

What do you do as a IT support engineer?

As a IT support engineer, you provide support to customers who are using the company‘s IT products and services. This can include troubleshooting software and hardware issues, providing training and support, and answering questions.

 

What are the top 5 skills required for technical support engineer?

• The ability to troubleshoot technical problems
• The ability to communicate clearly and effectively
• The ability to work independently
• The ability to learn new technologies quickly
• The ability to work well under pressure

 

Is IT support engineer a good career?

IT support engineer can be a good career for someone with strong technical skills and customer service experience. The job requires strong problem–solving skills and the ability to work well under pressure.

 

What is the highest salary for IT support engineer?

The highest salary for an experienced IT support engineer is S$100,000 per year inclusive of bonus

 

What are the levels of IT support?

There are three levels of IT support:

L1 – Basic support: This level of support provides basic troubleshooting and problem solving for common issues.

L2 – Intermediate support: This level of support provides more advanced troubleshooting and problem solving for more complex issues.

L3 – Advanced support: This level of support provides expert troubleshooting and problem solving for the most complex issues.

 

How do I become an IT Support Engineer?

There is no one–size–fits–all answer to this question, as the best way to become an IT Support Engineer may vary depending on your qualifications and experience. However, some ways to become an IT Support Engineer include studying for a relevant qualification, such as a computer science degree, and gaining experience in the IT industry.

 

How can I develop basic IT Support skills?

There are a few ways that you can develop basic IT support skills. One way is to find an online video course or tutorial that covers the basics of IT support. Another way is to read books or articles that cover the topic. Finally, you can also ask someone who is already knowledgeable in the field for advice.

 

What are IT Support Skills?

Some IT support skills include:

• Troubleshooting hardware and software issues
• Installing and configuring software
• Setting up and maintaining computer networks
• Providing technical support to users
• Training users on how to use new software or hardware