Infrastructure Engineer

User Experience Researchers Pte.Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

User Experience Researchers Pte.Ltd in Singapore is seeking an IT Infrastructure Engineer to deliver Level 1–2 end-user computing support and maintain the ICT environment. You will handle desktops, laptops, collaboration tools, troubleshoot issues, provision devices and assist with onboarding.

You will collaborate with vendors, document procedures, support after-hours maintenance, and coordinate upgrades and security measures to ensure service reliability for government ICT-related work.

Qualifications

• A degree or diploma in Computer Science, Computer Engineering, Information Technology or an equivalent.
• Preferably 3 years or more of relevant experience in desktop support or IT infrastructure operations.
• Good understanding of networking technologies including LAN, WAN, TCP/IP, DNS, DHCP, Wi-Fi and VPN, and infrastructure security technologies.
• Certifications such as CCNA, ITIL, Microsoft or CompTIA would be advantageous.
• Proactive and self-motivated with good organizational, problem-solving and multitasking skills.
• Ability to work independently with minimal supervision and coordinate with vendors.

Responsibilities

• Provide Level 1 and Level 2 end-user computing support for devices, OS, productivity apps and peripherals.
• Troubleshoot hardware, software, network connectivity and access issues within SLAs.
• Assist onboarding/offboarding including workstation provisioning and account setup.
• Support enterprise collaboration platforms, email, remote access and workplace tech services.
• Escalate complex incidents and coordinate follow-ups with vendors.
• Maintain documentation of incidents, procedures and knowledge articles.
• Participate in after-hours support and scheduled maintenance when required.
• Coordinate infrastructure maintenance, upgrades, migrations and technology refresh.
• Assist in incident investigations and root-cause analysis.

Skills

End-user support

Desktop support

Troubleshooting

Networking basics

Documentation

Vendor coordination

Communication

Education

Degree in CS/IT/Engineering

Tools

Active Directory

ITIL

Microsoft 365 Admin

Job description

The IT Infrastructure Engineer will be responsible for providing technical support and maintaining end-user computing services to ensure the smooth operation of the client's ICT environment.The role will cover desktop and laptop support, troubleshooting, device provisioning, endpoint security and coordination with relevant Government ICT service provider. The engineer will also support infrastructure operations, technology refresh initiatives and compliance with applicable Government ICT policies and standards.

Key Responsibilities:

End-User Support

• Provide Level 1 and Level 2 technical support for end-user computing devices, operating systems, productivity applications, collaboration tools, printers and peripherals.
• Troubleshoot and resolve hardware, software, network connectivity and access-related issues within agreed service levels.
• Support employee onboarding and offboarding activities, including workstation provisioning, software installation, account setup and access configuration.
• Assist users with enterprise collaboration platforms, email, remote access and workplace technology services.
• Escalate complex incidents to specialized support teams or vendors, where appropriate, and coordinate follow-up actions to ensure timely resolution.
• Maintain accurate documentation of incidents, service requests, technical procedures and knowledge articles.
• Support IT service continuity by participating in after-hours support, scheduled maintenance windows and incident response activities when required.
• Coordinate infrastructure maintenance, system upgrades, migrations and technology refresh activities.
• Support incident investigations, root-cause analysis and the implementation of corrective actions.

Stakeholder and Service Management

• Work closely with business users, project teams, vendors and service providers to ensure the effective delivery of ICT services.
• Provide technical guidance and user support to improve IT adoption and the overall user experience.
• Identify recurring technical issues and recommend preventive measures and service improvements.
• Coordinate with vendors and relevant service providers to monitor service delivery and resolve operational issues.

Required Skills and Experience

• A degree or diploma in Computer Science, Computer Engineering, Information Technology or an equivalent.
• Preferably 3 years or more of relevant experience in desktop support, end-user computing or IT infrastructure operations.
• Good understanding of networking technologies, including LAN, WAN, TCP/IP, DNS, DHCP, Wi-Fi and VPN, as well as infrastructure security technologies.
• Relevant certifications such as CCNA, ITIL, Microsoft or CompTIA would be advantageous.
• Proactive and self-motivated, with good organizational, problem-solving and multitasking skills.
• Ability to work independently with minimal supervision and demonstrate initiative in resolving technical issues.
• Good understanding of vendor coordination and service management. Experience in contract and vendor management would be advantageous.
• Strong written and verbal communication skills, with the ability to communicate technical information and recommendations effectively to stakeholders.
• A collaborative team player with good interpersonal and stakeholder management skills.