Technical Support Executive

Job Title

Technical Support Executive

Job Description Summary

Executive Summary:
The Site Services Technician (Technical Support Executive) is a customer-facing IT support professional responsible for delivering end-user technology services, workplace technology support, and operational IT assistance across Singapore and Southeast Asia. Reporting to the Territory Manager, the role serves as a critical second-line support function, ensuring employees can effectively utilize technology while maintaining high service quality and SLA compliance.

Role Purpose :
The primary objective of the role is to resolve incidents escalated from first-line support, provide hands-on technical assistance, drive technology adoption, and support IT operations within the assigned market. The position combines technical troubleshooting, asset management, user enablement, and project support responsibilities.

Key Responsibilities:

1. End-User and Workplace Technology Support
   Provide hardware, software, network, mobile device, and Microsoft Teams support.
   Deliver PC break-fix services, conference room and audiovisual support, onboarding and offboarding services, and white-glove support for executives.
   Support both onsite and remote users while ensuring minimal business disruption.

2. Incident, Request, and Service Management
   Act as the second-level escalation point from the Service Desk.
   Manage incidents and requests through ServiceNow or equivalent platforms.
   Maintain accurate documentation, meet SLA targets, and coordinate escalations to specialist teams when required.

3. Asset and Vendor Management
   Support procurement activities, asset lifecycle management, inventory tracking, and local vendor coordination.
   Assist users with acquiring and supporting IT equipment, telecommunications services, and mobile devices.

4. Technology Enablement and Adoption
   Conduct user training sessions and technology awareness programs.
   Promote adoption of new technology solutions and educate users on best practices to reduce recurring support issues.

5. Project and Infrastructure Support
   Participate in office moves, infrastructure refreshes, software deployments, technology rollouts, and testing activities.
   Provide Smart Hands support by working closely with engineering teams, vendors, and subject matter experts to implement technical solutions.

Ideal Candidate Profile:
The ideal candidate is a technically proficient IT support professional with at least 3 years of corporate IT experience, strong customer service skills, and the ability to troubleshoot a broad range of workplace technologies. Success in the role requires balancing technical expertise with excellent communication, stakeholder engagement, and service delivery capabilities.

Key technical competencies include:
Windows OS and Microsoft 365 administration.
Microsoft Teams and VoIP support.
Active Directory, Intune, and Azure fundamentals.
Enterprise ticketing platforms such as ServiceNow.
Remote support tools, networking basics, and endpoint support.

Executive Assessment :
This role is best characterized as a Field and End-User Technology Support position that focuses on operational excellence, user experience, and workplace technology reliability. Compared with more senior IT operations roles, the Site Services Technician is highly execution-oriented, with approximately:
70-80% Technical Support & Incident Resolution
10-15% Asset, Vendor & Procurement Support
10-15% Technology Adoption, Training & Project Support

The position is well suited for an experienced desktop support or IT support specialist looking to broaden exposure across infrastructure support, service management, user enablement, and regional IT operations while serving as the local face of IT to the business.

Job Description

See attached Job Description in the Word Document format

INCO: “Cushman & Wakefield”