Provides Tier-2 IT support for Singapore and APAC users, including hardware troubleshooting, conference-room AV, workstation maintenance, laptop imaging, onboarding and offboarding, ITSM ticket handling, network-room support, inventory management, reporting, and SLA monitoring. Requires Microsoft 365, Okta, IT security, networking, device hardening, and professional English communication skills. Experience with APAC support, asset management, MDM tools, and reporting is preferred.
Description
We are looking for 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 Cellebrite 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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