IT Engineer (Site IT Service Delivery (SEA))

LAM RESEARCH SINGAPORE PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading technology firm in Singapore is looking for a candidate to lead the end-user experience and serve as the single point of contact for site IT. Responsibilities include overseeing deskside operations, managing site incidents, coordinating IT readiness for moves, and providing white-glove support for executives. The ideal candidate will hold a Bachelor's degree in IT, with over 3 years of relevant experience and strong proficiency in tools like ServiceNow and M365. Excellent communication skills and attention to detail are crucial for this role.

Qualifications

• More than 3 years of experience in end-user support and service delivery.
• Proficiency in ServiceNow and M365, strong stakeholder communication skills.
• ITIL Foundation certified and experience in coordinating site moves.

Responsibilities

• Oversee deskside operations and manage site incidents.
• Coordinate site IT readiness for moves and maintain IT documentation.
• Provide VIP support and ensure service readiness at the site.

Skills

ServiceNow

M365

Stakeholder communication

Analytical skills

Problem-solving skills

Attention to details

Time management

Education

Bachelor’s degree in Information Technology / Information Services

Tools

Microsoft Intune

ConfigMgr (SCCM)

Jamf

Azure AD

Microsoft Defender for Endpoint

Job description

This incumbent will be leading local end-user experience while serving as the single 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 3 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)