Senior Engineer – Level 1 Lead | Service Desk Lead

Looking for an experienced L1 Engineer / Service Desk Lead to take ownership of the Level 1 support queue, mentor junior engineers and keep service quality on track.

JOB DESCRIPTION:

• Lead daily L1 ticket triage & prioritisation
• Monitor SLA, backlog & ticket quality
• Handle more complex L1 troubleshooting issues
• Troubleshoot Windows/macOS, Outlook, printers & endpoint issues
• Provide Microsoft 365 admin-lite support
• Coach and mentor junior L1 engineers
• Review escalations and ensure proper troubleshooting evidence
• Improve SOPs, knowledge base & support processes
• Identify recurring issues and recommend preventive solutions
• Support IT asset & inventory governance
• Provide service reporting and escalation updates

REQUIREMENTS:

• 2–4 years service desk / desktop support experience
• Experience in ticket triage / SLA-driven environments
• Strong troubleshooting skills
• Comfortable mentoring or guiding junior engineers
• Good communication and stakeholder management skills
• Able to remain calm and organised under pressure

Nice to have: ITIL Foundation, MS-900 / Microsoft 365 experience, CompTIA Network+

Ideal for: An experienced L1 Engineer who is ready to take the next step into a Lead / Senior support role.

Jayxen Ong | EA Licence No: 24C2176 | Shiny People HR Consultancy Pte. Ltd. | Reg No: R24121542