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Desktop Engineer

Company

Confidential

Location

singapore, singapore

Posted

June 07, 2026

Position Overview

Job Description
  • Shift coverage: Operate in rotating shifts to ensure 24/7 availability, including weekends and holidays
  • First Call Resolution (FCR): Handle user queries and incidents via phone, email, or chat, aiming to resolve issues at first contact.
  • Troubleshooting: Provide initial diagnosis for hardware, software, and network issues, escalating to higher support tiers when necessary.
  • Escalation management: Route unresolved issues to Level 2/3 support teams while maintaining communication with users.
  • Monitoring: Keep track of system alerts, performance dashboards, and critical services to proactively detect outages.
  • Compliance and Reporting: Adhere to SLAs, ITIL processes, and generate performance reports for management.
  • User communication: Update users on ticket status, expected resolution times, and provide clear instructions or workarounds.

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