IT Engineer (Site IT Service Delivery (SEA)

Lam Research Singapore Pte Ltd; Singapore; On-site; SGD 75,000 - 95,000; Full time

Job summary

A leading technology firm in Singapore seeks a dedicated IT Support Lead to oversee end-user experience. This role involves managing site IT operations, coordinating with HR and Facilities, and providing top-tier service to stakeholders. The ideal candidate has over 5 years of experience, a Bachelor's in IT, and is proficient in tools like ServiceNow and M365. Strong communication and organizational skills are essential, with occasional travel within Singapore and Malaysia required.

Qualifications

• More than 5 years of experience in end-user support and service delivery.
• Proficiency in ServiceNow for incident/request management.
• Strong stakeholder communication skills.
• Experience with ITIL® Foundation and site project coordination.

Responsibilities

• Oversee deskside operations and manage technician development.
• Coordinate site IT readiness for moves and lab builds.
• Manage incident communications with clear status updates.
• Provide on-site IT support and maintain documentation.

Skills

End-user support

Stakeholder communication

Analytical skills

Problem-solving

Organizational skills

Education

Bachelor’s degree in Information Technology

Tools

ServiceNow

M365

Microsoft Intune

Teams

AV equipment

Job description

This incumbent will be leading local end-user experience while serving as the sole point of contact (SPOC) for site IT. He/She will coordinate with Facilities, Security and HR on movement/expansion plans/office closures. Other roles & responsibilities includes managing site incidents, providing communications on planned outages, white‑glove VIP support and ensuring service readiness, compliance and stakeholder satisfaction at site (SEA – Singapore & Kulim).

Job Duties and Responsibilities

• Oversee deskside operations, SOP adherence and technician development; drive CSAT/FTF/MTTR results and backlog discipline.

• Plan coverage for events/peaks; run knowledge huddles and safety/toolbox talks.

• Coordinate site IT readiness for moves/lab builds/network or AV changes; maintain a site IT runbook and POC directory.

• Own incident/maintenance comms at site (pre‑notice, during, post‑mortem) with clear status pages/Teams posts and executive briefings.

• Forecast site demand (new hires, refresh waves, loaners); align inventory and resourcing; support local audits and controls.

• MS Teams Conference Rooms: Set up, maintain, and troubleshoot MS Teams conference room equipment to ensure seamless virtual meetings and presentations.

• Physical Badge Printing and Door Access Controls: Manage and support the physical badge printing process and door access control systems to ensure secure and efficient access for employees.

• Barcode Printers and RF Guns: Provide technical support for barcode printers and RF guns, including troubleshooting and resolving hardware and software issues.

• Warehouse IT Support: Offer on‑site IT support for various warehouse operations, ensuring minimal downtime and efficient workflow.

• Documentation and Training: Create and maintain documentation for IT processes and provide training to end‑users as needed. Provide training and development opportunities for team members.

• Generation of regular reports on service performance, incidents, and asset management and maintain accurate and up‑to‑date documentation of procedures, and configurations.

• Work with different partners and suppliers to support / manage, planned / unplanned service outages.

• Deliver prioritized white‑glove support and event readiness for executives and visitors; maintain VIP profiles/runbooks.

• Coordinate expedited escalations and bridge calls; ensure confidentiality & professionalism.

• Take on ad‑hoc duties as and when assigned by the Immediate Supervisor.

Job Requirements

• Bachelor’s degree in Information Technology / Information Services with more than 5 years of experience in end‑user support and service delivery.

• Proficiency with ServiceNow (Inc/Req, comms updates), M365, conferencing/AV; strong stakeholder communication skills.

• Ability to manage site incident communications and executive briefings with clarity and pace.

• ITIL® Foundation; experience coordinating site moves/lab projects; asset/stockroom familiarity; event support background.

• Working knowledge of CMDB/HAM Pro and local audit practices.

• Good working knowledge of the following tools / platforms (ServiceNow (Incidents/Requests, Knowledge, Performance Analytics, HAM Pro, SAM Pro, CMDB,Endpoint mgt : Microsoft Intune/Autopilot, ConfigMgr (SCCM); Jamf,Identity/Security: Entra ID (Azure AD), Microsoft Defender for Endpoint, BitLocker; MFA,Productivity/Collaboration : Microsoft 365 - Teams/Outlook/SharePoint and Conferencing/AV incl. Teams Rooms).

• Strong analytical & problem‑solving skills.

• Excellent verbal & written communication skills.

• Collaborate effectively with cross‑functional teams.

• Strong organizational and time management skills.

• Team player who is able to communicate effectively with end‑users and teams.

• Attention to details.

• Frequent travelling to warehouse & satellite offices within Singapore and Malaysia (~20% - Once a quarter).