IT Support Engineer (Tier-2)

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

Requirements

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:

• 3 days per week
• 2 days onsite, 1 day remote
• Working hours: 09:00–18:00 SGT