Provides Tier-2 IT support for Singapore and APAC users, including hardware troubleshooting, workstation and conference-room AV support, laptop imaging, network-room maintenance, onboarding and offboarding, ITSM ticket handling, inventory management, SLA reporting, and device security compliance. Supports Microsoft 365 and Okta administration while maintaining equipment records, spare laptops, service reports, and operational checklists.
Description
The company requires a dedicated Tier-2 IT Support Engineer based in the Singapore office to support the Singapore site and APAC users. The role delivers timely, professional IT support aligned with company's policies and SLAs — hardware break/fix, AV, onboarding/offboarding, imaging, and ticket handling through the client ITSM system.
Responsibilities:
- Hardware break/fix for laptops, accessories, and other IT equipment
- AV support for conference rooms
- Maintenance of workstations (docking stations, screens, cables)
- Basic maintenance of the network room (with client-provided instructions)
- Onboarding and offboarding of employees
- IT equipment inventory stocktaking
- Preparation and imaging of laptops for local stock; upkeep of spare laptops
- Handling IT support tickets via the client ITSM system
- Participation in Tier-2 IT support team meetings and training
- Daily service reporting (ticket volumes, SLA performance, surveys), monthly inventory reconciliation, onboarding/offboarding checklists
Must-have skills:
- Hardware troubleshooting & break/fix — laptops, accessories, docking stations, screens, cables, imaging
- ITSM / ticketing & SLA handling (client ITSM system, daily service reporting)
- Microsoft 365 administration & support
- Okta — identity / SSO / access management
- AV / conference-room support
- Onboarding / offboarding of employees
- Networking basics — network-room maintenance (with client instructions)
- IT security & compliance — device hardening, access control, PII handling, media sanitization
- English-language professional support & communication
Nice-to-have skills:
- APAC / regional multi-site user support experience
- IT asset / inventory management & stocktaking
- Laptop imaging / MDM tooling (Intune, Autopilot, Jamf)
- Daily reporting, team collaboration & backfill coverage
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