24x7 L1 Support Engineer

About DXC Technology

DXC Technology is seeking service-oriented IT professionals to join our support team in Singapore. This role is responsible for providing 24x7 helpdesk and onsite support for critical business and public-facing environments, ensuring high service availability and a positive end-user experience.

As part of our operations model, support engineers may be deployed across multiple sites in Singapore and assigned based on their skills, capabilities, security clearance eligibility, and operational requirements.

Key Responsibilities

• Provide first-level technical support for desktops, laptops, peripherals, printers, standard applications, and network connectivity issues.

• Log, prioritize, troubleshoot, and resolve incidents and service requests within agreed SLA targets.

• Perform initial diagnosis, collect diagnostic information, and escalate complex issues to L2 support teams, infrastructure teams, application teams, or external vendors as required.

• Respond promptly to service disruptions, outages, and performance degradation incidents.

• Maintain accurate incident records, ticket updates, daily reports, and shift handover documentation.

• Follow established operational procedures, security policies, and site-access requirements.

• Support system monitoring, trend analysis, service improvement initiatives, and automation opportunities.

• Coordinate effectively with internal support teams, customers, and third-party vendors to ensure timely issue resolution.

• Deliver professional and customer-focused support in a mission-critical operational environment.

• Participate in a 24x7 support roster, including shift work, weekends, and public holidays.

Required Experience & Qualifications

• Diploma in Information Technology, Computer Studies, Computer Engineering, or a related discipline.

• 1-2 years of experience in IT Helpdesk, Desktop Support, Service Desk, or Technical Support roles.

• Hands-on experience supporting Microsoft Windows environments, end-user devices, peripherals, and basic network connectivity.

• Familiarity with ticketing and IT service management tools such as ServiceNow or Jira.

• Basic troubleshooting skills across hardware, software, operating systems, and network issues.

• Working knowledge of SQL; Unix/Linux exposure is advantageous.

• Good communication, interpersonal, and customer service skills.

• Ability to work independently and effectively in a fast-paced operational environment.

• Eligible to obtain and maintain the required security clearance and site access permissions.

Preferred Skills

• Understanding of ITIL and IT Service Management (ITSM) processes.

• Experience supporting mission-critical or high-availability environments.

• Knowledge of Microsoft 365 administration and support.

• Experience with reporting tools such as Microsoft Excel or Power BI.

• Exposure to scripting, automation, monitoring tools, or service improvement initiatives.

Deployment & Operational Requirements

• Support engineers may be deployed across different operational sites within Singapore.

• Site assignments are determined based on business requirements, individual capabilities, skillsets, and operational needs.

• Staff may be reassigned or rotated between sites as required.

• The role is not permanently attached to a specific location.

• Must be willing to work 12-hour rotating shifts, including nights, weekends, and public holidays.

Due to client-related security requirements, candidates must be eligible to obtain and maintain the necessary security clearance and site access approvals required for the role.