Enterprise IT Support Engineer - VIP & L2 Escalation

Getronics; Singapore; On-site; SGD 4,200 - 5,800; Full time

Job summary

Getronics in Singapore is seeking an IT Support Specialist to provide high-touch technical support across desktops, laptops, printers, VPN, and collaboration tools. You will handle Windows 11 and Office 365 issues, act as an L2 escalation point, and manage incidents in ServiceNow while ensuring SLA adherence.

The role requires 2–3 years of enterprise IT support, ITIL/CompTIA or similar certifications are a plus, and a customer-focused, collaborative mindset.

Qualifications

• Diploma/Degree in CS, IT, or engineering or equivalent.
• 2–3 years of enterprise IT support experience.
• Broad IT ops knowledge: desktops, laptops, printers, VPN, Wi‑Fi/LAN, security basics, imaging, remote tools.
• ITIL V4 Foundation/CompTIA A+/Network+/ CCNA/Cloud/AI certifications desirable.
• Provide high-touch technical support via phone, chat, ticketing and in-person channels.
• L2 escalation point for Service Desk analysts; manage incidents in ServiceNow.

Responsibilities

• Provide high-touch technical support via phone, chat, ticketing, and in-person channels.
• Troubleshoot Windows 11 and Office 365 (Outlook/OneDrive) issues.
• Serve as L2 escalation point for Service Desk; escalate to vendors for hardware warranty claims.
• Maintain incident and request records in ServiceNow per SLA.
• Assist in onboarding/offboarding IT assets; support in teaching spaces with collaboration tools.

Skills

IT support

Customer service

Windows 11

Office 365

ServiceNow

L2 escalation

Remote support

Vendor escalation

Hardware lifecycle

Cross-cultural comms

Education

Diploma/Degree in Computer Science/IT/Engineering or equivalent

Tools

Zoom

MS Teams

Barco

Neat Bar

Crestron

VPN

Wi‑Fi/LAN

ServiceNow

Job description

Getronics in Singapore is seeking an IT Support Specialist to provide high-touch technical support across desktops, laptops, printers, VPN, and collaboration tools. You will handle Windows 11 and Office 365 issues, act as an L2 escalation point, and manage incidents in ServiceNow while ensuring SLA adherence.

The role requires 2–3 years of enterprise IT support, ITIL/CompTIA or similar certifications are a plus, and a customer-focused, collaborative mindset.