IT Support Specialist/ Desktop Support Engineer

About the Role

We are seeking a proactive and customer-focused IT Support Specialist to join our operations team. In this role, you will serve as the primary point of contact for end-user computing, hardware, software, and peripheral support. You will ensure seamless daily IT operations, maintain accurate asset tracking, and collaborate with internal teams and external vendors to resolve technical issues efficiently.

Key Responsibilities

End-User Support & Troubleshooting

• Workspace Technology: Install, configure, upgrade, support, and troubleshoot Windows 11 (and Windows 10), Microsoft 365 suite, and standard enterprise productivity applications.

• Peripheral Management: Deploy and troubleshoot hardware peripherals, including printers, video conferencing systems, projectors, and docking stations.

• Incident Management: Diagnose and resolve hardware (HW) and software (SW) support queries reported by end-users across various channels (ticketing system, chat, walk-up).

• Vendor Engagement: Act as the technical liaison with third-party vendors and hardware/software manufacturers to escalate and resolve complex technical issues.

Infrastructure, Identity & Administration

• Network & Access Administration: Manage and troubleshoot VPN connectivity, remote access, and IP telephony systems.

• Directory Services: Assist with basic identity and access management tasks using Active Directory / Microsoft Entra ID.

• ITAM & Inventory: Maintain accurate hardware and software inventory tracking utilizing modern IT Asset Management and Endpoint Management software.

Collaboration & Continuous Improvement

• User Enablement: Conduct onboarding orientations and provide end-user guidance on best practices for hardware, software, and peripheral device operation.

• Cross-Functional Collaboration: Partner with network, security, and infrastructure operations teams to troubleshoot and resolve cross-domain incidents.

• Site Support: Travel between different corporate sites across Singapore when on-site technical intervention or deployment is required.

• Special Projects: Participate in digital transformation initiatives, including AI adoption, workflow automation, and basic scripting/RPA tasks to streamline IT operations.

Job Requirements

Qualifications & Experience

• Education: Minimum Diploma in Information Technology, Computer Science, or a related technical discipline.

• Experience: At least 3 to 5 years of hands-on experience in corporate IT Support, Desktop Support, or Information Systems environments.

Technical Skills

• Operating Systems & Cloud: Solid hands-on experience supporting Windows 10/11, Active Directory, and Microsoft 365 (Exchange, SharePoint, Teams).

• Networking: Foundational networking troubleshooting skills (TCP/IP, DNS, DHCP, Wi-Fi, VPN connectivity).

• Data Proficiency: Intermediate proficiency in Microsoft Excel (data manipulation, reporting, and tracking).

• Preferred / Advantageous Skills:

  • Basic coding, scripting (PowerShell, Python), or automation skills.
  • Familiarity with Robotic Process Automation (RPA) tools or practical implementation of AI adoption tools in everyday workflows.

Soft Skills & Attributes

• Communication: Strong interpersonal and communication skills with a customer-centric attitude.

• Autonomy: Ability to work effectively and independently in a fast-paced environment as well as collaboratively within a team setting.

• Mobility: Flexibility to travel to local branch offices or sites across Singapore as needed.