IT Support Executive (Level 2 / Hands-on)

Position Details

• Permanent position with comprehensive benefits

• Location: Bugis area

• Salary: Up to $4,500

• Annual Leave: 14 days

• Working Hours: Monday to Friday, 9am – 6pm

• Hybrid Work Arrangement: 3 days in office and 2 days WFH

• Role: Individual contributor position based in the Singapore offic

Position Summary

Responsible for providing Level 2 IT support to approximately 150 end users, covering end-user devices, systems, applications, cloud services and network-related issues. The role involves hands-on troubleshooting, incident resolution, root cause analysis and ITSM documentation.

Occasional coordination with the Hong Kong IT team is required; Cantonese-speaking candidates would have an added advantage.

Key Responsibilities

• Provide hands-on Level 2 IT support to approximately 150 end users, covering desktops/laptops, applications, servers, cloud services, network connectivity and peripheral devices.
• Troubleshoot and resolve incidents across end-user computing, Microsoft 365, Windows, servers, cloud platforms and business applications.
• Perform root cause analysis and use monitoring and diagnostic tools to identify and resolve technical issues.
• Monitor systems and services, identify recurring issues and recommend improvements to enhance system reliability and user experience.
• Manage, track and document incidents and service requests through ITSM/ticketing systems, ensuring proper follow-up through to resolution.
• Create and maintain technical documentation, troubleshooting guides and knowledge base (KB) articles.
• Install, configure, test, maintain and troubleshoot workstations, hardware, network peripherals, applications and related IT services.
• Support preventative maintenance activities for servers, systems and services.
• Maintain accurate records and inventory of IT assets, including laptops/desktops, monitors, printers and other peripheral equipment.
• Liaise with end users and provide guidance or training on system usage and IT-related issues.
• Work closely with regional/internal IT teams, including occasional coordination with the Hong Kong IT team.
• Support process improvement and automation initiatives through scripting or collaboration with relevant technical teams.
• Provide Level 1 support when required, particularly during periods of high workload or reduced team capacity.

Requirements

• Degree/Diploma in Information Technology or related discipline, and/or relevant experience in a similar IT support role.
• Strong hands-on experience in Level 2 end-user and technical support.
• Advanced knowledge of Microsoft 365 / O365 services.
• Good knowledge of Microsoft Azure (IaaS/PaaS), Windows Server and Windows 11 is highly preferred.
• Exposure to Microsoft IIS, .NET application support and client-server application architecture would be advantageous.
• Exposure to Power Apps is preferred.
• Knowledge of MDM / Microsoft Intune and mobile device support, particularly Apple products, would be advantageous.
• Familiarity with ITSM tools such as ServiceNow, ServiceDesk or ManageEngine.
• Scripting knowledge in PowerShell, Python or Bash would be an advantage.
• ITIL certification is highly preferred.
• Strong troubleshooting, problem-solving and communication skills.
• Ability to work independently and provide hands-on support across different areas of the IT environment.
• Ability to speak Cantonese is an added advantage, as the role may occasionally liaise with the Hong Kong IT team.

Interested applicants, please press "apply now" or send your resume to [email protected]

Align Recruitment Pte Ltd (20C0253)

Tee Siew Mei (R1219651)