Application Support Engineer - L1/L2

Overview We are seeking a detail-oriented IT Helpdesk Support to support system monitoring, incident management, and user support functions. The role involves ensuring system stability, managing incident lifecycles, and maintaining accurate operational records while continuously improving processes and service delivery. Key ResponsibilitiesSystem Monitoring & Incident Management • Monitor system alerts and identify abnormal system behaviours in real-time. • Perform initial incident triage, isolation, and fault verification using established procedures. • Execute problem resolution scripts where applicable or escalate issues based on defined protocols. • Manage the full lifecycle of incident tickets (creation, updates, escalation, and closure) in accordance with SLA requirements. • Track and manage incidents using platforms such as Jira. Technical Evaluation & Escalation • Conduct technical assessments of reported issues against documented criteria. • Determine appropriate escalation paths and ensure timely handover to relevant teams. Documentation & Reporting • Maintain accurate and comprehensive records of incidents, diagnostic findings, and resolution steps. • Consolidate operational data and records for reporting, analytics, and audit purposes. Change & System Validation • Perform post-change system health checks to ensure no adverse impact from implemented changes. • Review and validate the accuracy and effectiveness of operational scripts and SOPs. User Support & Ticketing • Provide support for ticketing queries, including assisting users with onboarding and offboarding processes. • Guide users on platform navigation, including access to information, logs, SOPs, processes, and workflows. Continuous Improvement • Identify gaps in processes, workflows, or systems and propose improvements to enhance operational efficiency and service quality. Requirements• Diploma or Degree in Information Technology, Computer Science, or a related field. • Minimum 4 years of relevant experience in IT operations, service desk, or system support. • Familiarity with ticketing tools (e.g., Jira) and incident management processes. • Basic understanding of system monitoring, troubleshooting, and escalation workflows. • Strong analytical, problem-solving, and documentation skills. • Good communication skills with the ability to support both technical and non-technical users. All job applications will be processed with strict confidence and only shortlisted candidates will be contacted. Coen Tay Zhi Xuan (R1989334) ScienTec Consulting Pte Ltd (ScienTec Personnel) -11C5781