Description

Job Title: Helpdesk Support Engineer

Job Location: Singapore

The Helpdesk Support Engineer provides technical assistance and support to end-users across hardware, software, network, and application issues. This role is responsible for troubleshooting, resolving incidents, and ensuring high service availability while maintaining excellent customer service standards. The engineer works closely with IT teams to escalate issues, maintain documentation, and contribute to continuous service improvement.

Key Responsibilities:

Technical Support

• Provide Level 1 / Level 2 technical support to users via phone, email, chat, or in-person.

• Diagnose and resolve issues related to:

o Windows / macOS systems

o Hardware (laptops, desktops, printers, peripherals)

o Productivity tools (Microsoft 365, Outlook, Teams, etc.)

o Network connectivity (Wi-Fi, VPN, LAN)

o Standard business applications

• Perform remote troubleshooting using approved support tools.

Incident & Request Management

• Log, classify, and prioritize incidents and service requests in the IT ticketing system.

• Follow standard operating procedures (SOPs) and SLAs to ensure timely issue resolution.

• Escalate complex issues to higher-level support teams when necessary.

User Administration

• Manage user accounts and access permissions in Active Directory, Azure AD, M365, etc.

• Support device onboarding/offboarding including configuration and decommissioning.

• Assist with password resets, MFA support, and security policy enforcement.

System Maintenance & Setup

• Install, configure, and update software, OS patches, and drivers.

• Support device imaging, asset tagging, and inventory maintenance.

• Ensure compliance with IT security guidelines and company policies.

Documentation & Reporting

• Maintain accurate documentation for common issues and resolutions (knowledge base).

• Prepare periodic reports on ticket closure, repeated issues, and user feedback.

• Suggest improvements to processes and support workflows.

About Cognizant:
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.