Helpdesk / Support Engineer

Helius Technologies; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

Helius Technologies in Singapore seeks an experienced Infrastructure Level 2 Helpdesk / Support Engineer to provide end-user support, strengthen endpoint security, and drive IT infrastructure improvements. You will handle Level 2 technical issues, monitor Intune metrics, support AI-enabled helpdesk initiatives, and escalate complex incidents to resolve with internal teams and vendors.

Requires Diploma/ Degree in IT/CS/IS/Engineering, hands-on Windows/M365, Intune, SharePoint, and strong

Qualifications

• Diploma or degree in Information Technology, Computer Science, Information Systems, Engineering or related discipline.
• Experience in L2 Helpdesk, Desktop Support, End-User Computing, IT Support or Infrastructure Support.
• Hands-on experience supporting Windows end-user environments and Microsoft 365.
• Experience with Microsoft Intune including endpoint management, monitoring and troubleshooting.
• Experience with IT security, vulnerability management, endpoint patching and security remediation.
• Experience supporting or administering SharePoint.
• Good understanding of IT infrastructure, networking and endpoint environments.
• Experience troubleshooting incidents and performing root-cause analysis on recurring technical issues.
• Strong documentation skills with experience preparing or improving SOPs and technical/user documentation.
• Strong communication and customer-service skills, particularly when supporting VIP users and senior stakeholders.

Responsibilities

• Provide Level 2 technical support for end-user hardware, software, operating systems, applications and IT-related incidents.
• Manage and improve IT security, vulnerability remediation and patch management across end-user devices.
• Monitor and analyse helpdesk tickets and Microsoft Intune metrics to identify recurring incidents, trends and root causes, and recommend improvements.
• Support and enhance AI-enabled helpdesk capabilities, using AI and automation to streamline repetitive IT support activities and improve workflow efficiency.
• Escalate complex incidents appropriately and coordinate with internal teams and external vendors through resolution.
• Identify opportunities to automate repetitive IT operations and improve overall helpdesk efficiency.

Skills

L2 Helpdesk

Desktop Support

End-User Computing

VIP customer service

Education

Diploma/Degree in IT/CS/IS/Engineering

Tools

Microsoft Intune

SharePoint

Microsoft 365

Job description

Infrastructure Level 2 Helpdesk / Support Engineer

Location: Singapore
Position: Infrastructure Level 2 Helpdesk / Support Engineer

Job Description

We are looking for an experienced L2 IT Support Engineer to provide end-user support, strengthen endpoint security, and support ongoing IT infrastructure improvements.

Key Responsibilities

• Provide Level 2 technical support for end-user hardware, software, operating systems, applications and IT-related incidents.
• Manage and improve IT security, vulnerability remediation and patch management across end-user devices.
• Monitor and analyse helpdesk tickets and Microsoft Intune metrics to identify recurring incidents, trends and root causes, and recommend improvements.
• Support and enhance AI-enabled helpdesk capabilities, using AI and automation to streamline repetitive IT support activities and improve workflow efficiency.
• Escalate complex incidents appropriately and coordinate with internal teams and external vendors through resolution.
• Identify opportunities to automate repetitive IT operations and improve overall helpdesk efficiency.

Requirements

• Diploma or Degree in Information Technology, Computer Science, Information Systems, Engineering or a related discipline.
• Relevant experience in L2 Helpdesk, Desktop Support, End-User Computing, IT Support or Infrastructure Support.
• Hands-on experience supporting Windows end-user environments and Microsoft 365.
• Experience with Microsoft Intune, including endpoint/device management, monitoring and troubleshooting.
• Experience with IT security, vulnerability management, endpoint patching and security remediation.
• Experience supporting or administering SharePoint.
• Good understanding of IT infrastructure, networking and endpoint environments.
• Experience troubleshooting incidents and performing root-cause analysis on recurring technical issues.
• Strong documentation skills with experience preparing or improving SOPs and technical/user documentation.
• Strong communication and customer-service skills, particularly when supporting VIP users and senior stakeholders.

Registration No.: R25156061

EA No.: 11C3373