ICT Operations Support Engineer

Teamlease Digital Private Limited; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

Teamlease Digital Private Limited is seeking an ICT Operations Support Engineer to manage day-to-day ICT environment operations and service requests in Singapore. The role focuses on IT service request management, Microsoft 365 administration, user support, vendor coordination, ICT governance, and operational compliance to ensure services are delivered efficiently, securely, and within SLAs.

The successful candidate will handle end-to-end incident and request management, administer Exchange

Qualifications

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or related discipline.
• 2+ years IT Operations, IT Administration, Service Management, Infrastructure Support, or related.
• Hands-on experience supporting Microsoft 365 and workplace technologies.
• Experience with IT service providers, vendors, or MSPs.
• Familiarity with ITSM processes and service management tools.
• Experience with user provisioning, access management, email administration, and workplace tech support.

Responsibilities

• Manage ICT service requests, incidents, and operational support activities end-to-end.
• Raise, track, monitor, and close service requests per processes and SLAs.
• Review service requests, approvals, fulfilment evidence, and closure requirements.
• Monitor request backlogs and follow up on outstanding issues.
• Coordinate with managed service providers and vendors to resolve operational issues.
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.
• Support user onboarding, offboarding, provisioning, and access management.
• Manage user accounts, shared mailboxes, distribution lists, licences, and security groups.
• Support endpoint provisioning, software installation, and workplace technology requirements.
• Act as liaison between organisation and ICT service providers.
• Monitor vendor performance against SLAs and KPIs.
• Review service reports and validate completed work before acceptance.
• Participate in operational and service review meetings.
• Support ICT governance, audit, risk management, and cybersecurity activities.
• Conduct periodic access reviews and support compliance requirements.
• Maintain accurate documentation, records, and audit trails.
• Ensure ICT processes and documentation remain current and audit-ready.
• Maintain ICT asset and software licence inventories.
• Support hardware refresh, replacement, verification, and disposal activities.
• Assist with incident management, problem management, and operational reporting.

Skills

IT Operations

IT Administration

ITSM processes

Service Management

SLA KPI Management

Vendor Coordination

User Access Management

Stakeholder Management

Problem Solving

Governance & Compliance

Attention to Detail

Education

Information Technology / Computer Science / Information Systems

Tools

Microsoft 365 Suite

Exchange Online

Teams

SharePoint Online

OneDrive

Entra ID

Intune

Job description

We are looking for an ICT Operations Support Engineer to support the day-to-day administration and operations of the organisation's ICT environment.

The role will focus on IT service request management, Microsoft 365 administration, user support, vendor coordination, ICT governance, and operational compliance. The successful candidate will ensure ICT services are delivered efficiently, securely, and within agreed SLAs.

Key Responsibilities

ICT Operations & Service Management

• Manage ICT service requests, incidents, and operational support activities end-to-end.
• Raise, track, monitor, and close service requests in accordance with defined processes and SLAs.
• Review service requests, approvals, fulfilment evidence, and closure requirements.
• Monitor request backlogs and follow up on outstanding issues.
• Coordinate with managed service providers and vendors to resolve operational issues.

Microsoft 365 & User Administration

• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.
• Support user onboarding, offboarding, provisioning, and access management.
• Manage user accounts, shared mailboxes, distribution lists, licences, and security groups.
• Support endpoint provisioning, software installation, and workplace technology requirements.

Vendor & Service Delivery Management

• Act as the key liaison between the organisation and ICT service providers.
• Monitor vendor performance against agreed SLAs and KPIs.
• Review service reports and validate completed work before acceptance.
• Participate in operational and service review meetings.

Governance, Security & Compliance

• Support ICT governance, audit, risk management, and cybersecurity activities.
• Conduct periodic access reviews and support compliance requirements.
• Maintain accurate documentation, records, and audit trails.
• Ensure ICT processes and documentation remain current and audit-ready.

Asset & Operations Support

• Maintain ICT asset and software licence inventories.
• Support hardware refresh, replacement, verification, and disposal activities.
• Assist with incident management, problem management, and operational reporting.

Requirements

Qualifications

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.

Experience

• Minimum 2 years of experience in IT Operations, IT Administration, Service Management, Infrastructure Support, or a related field.
• Hands-on experience supporting Microsoft 365 and workplace technologies.
• Experience working with IT service providers, vendors, or managed service providers.
• Familiarity with ITSM processes and service management tools.
• Experience with user provisioning, access management, email administration, and workplace technology support.

Preferred

• Experience working within the Singapore Government ICT environment.
• Familiarity with Whole-of-Government (WOG) ICT processes and governance.
• Experience with government ICT support platforms such as ITSM Portal, SGMail Administration Portal, or EUSS Portal.

Key Competencies

• IT Operations & Administration
• Microsoft 365 Administration
• IT Service Management
• Service Request & Incident Management
• Vendor Coordination
• SLA & KPI Management
• User & Access Management
• Stakeholder Management
• Problem Solving & Analytical Skills
• Governance & Compliance
• Attention to Detail

Communication & Interpersonal Skills