Provide Tier-2 IT support for APAC users: troubleshoot hardware and AV, manage onboarding/offboarding, handle ITSM tickets to SLA, maintain assets and inventory, image and provision devices, assist with basic network room tasks, and ensure security and compliance.
Description
Company is seeking a dedicated Tier-2 IT Support Engineer to support the Singapore office and APAC users. The role focuses on providing timely, professional IT support in line with company policies and SLAs, including hardware support, onboarding/offboarding, ITSM ticket handling, and workplace IT maintenance.
Core Responsibilities:
1. IT Support & Hardware Maintenance
- Troubleshoot and repair hardware issues (laptops, docks, monitors, peripherals, cables)
- Maintain and support end-user workstations
- Manage setup and maintenance of docking stations, screens, and accessories
2. ITSM & Ticket Management
- Ensure SLA compliance and timely resolution of tickets
- Maintain daily service reporting (ticket volume, SLA performance, user feedback)
3. Onboarding & Offboarding
- Prepare and configure laptops for new hires
- Perform user account setup and access provisioning
- Manage employee offboarding, including device recovery and access removal
4. AV & Meeting Room Support
- Provide support for conference room AV systems
- Troubleshoot meeting room connectivity and equipment issues
5. Infrastructure & Network Room Support
- Perform basic network room maintenance under client guidance
- Assist with connectivity-related troubleshooting (basic level)
6. IT Asset & Inventory Management●
- Maintain IT asset inventory and perform regular stocktakes
- Manage spare laptops and ensure readiness of stock devices
- Perform monthly inventory reconciliation
7. Device Imaging & Deployment
- Prepare and image laptops for deployment
- Support MDM tools and device provisioning (where applicable)
8. Security & Compliance
- Follow IT security policies and device hardening standards
- Ensure proper handling of PII and secure data practices
- Support media sanitization and secure device disposal
9. Team Collaboration & Reporting
- Participate in Tier-2 IT support meetings and training sessions
- Support team coverage and backfill when required
- Contribute to continuous service improvement initiatives
Required Skills:
- Hardware troubleshooting & break/fix (laptops, peripherals, docking stations)
- ITSM/ticketing systems experience with SLA adherence
- Microsoft 365 administration and end-user support
- Okta (SSO, identity & access management)
- AV / conference room support
- Onboarding/offboarding processes
- Basic networking knowledge (network room support under guidance)
- IT security & compliance awareness
- Strong English communication skills
Nice to Have:
- Experience supporting APAC / multi-site environments
- IT asset & inventory management experience
- Experience with imaging/MDM tools (Intune, Autopilot, Jamf)
- Experience with reporting, documentation, and operational tracking
Work Arrangement:
Onsite: Monday - Wednesday (09:00–18:00 SGT)
Remote: Thursday & Friday
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