IT Field Operations – Support Specialist

DORMAKABA PRODUCTION GMBH & CO KG; Singapore; Hybrid; SGD 50,000 - 70,000; Full time

Job summary

A leading technology provider in Singapore is seeking a Support Specialist to provide advanced technical support and hardware lifecycle management. This hybrid role involves remote desktop support, technical troubleshooting, and field service operations. Ideal candidates should have a Bachelor's degree in IT and 3–5 years of relevant experience. Competitive benefits and a supportive environment await you.

Qualifications

• 3–5 years in IT support roles including remote desktop and field service.
• Proficiency with Windows and macOS operating systems.
• Strong understanding of networking and endpoint management.

Responsibilities

• Provide remote assistance to end users via remote desktop platforms.
• Diagnose and resolve incidents involving desktops, laptops, and mobile devices.
• Manage the full lifecycle of IT hardware assets.

Skills

Remote desktop support

Technical troubleshooting

Field service operations

Hardware asset management

Education

Bachelor’s degree in Information Technology or related field

Tools

ServiceNow

SCCM

Intune

JAMF

Job description

The Support Specialist is responsible for providing advanced technical support, hardware lifecycle management, and onsite IT service delivery across regional locations. This hybrid role combines Level 1.5 (remote desktop support), Level 2 technical troubleshooting, field service operations, and end-to-end hardware asset management. The specialist ensures that IT infrastructure and devices are deployed, maintained, and retired efficiently, supporting global standards while delivering exceptional end-user experiences.

Key Responsibilities

1. Remote Desktop Support (Level 1.5)

• Provide remote assistance to end users via tools such as Microsoft Endpoint Manager, Intune, TeamViewer, or similar remote desktop platforms.
• Troubleshoot and resolve software issues, configuration errors, and account problems that do not require onsite intervention.
• Support incident triage, initial diagnostics, and ticket routing for efficient resolution by Level 2 or specialized teams.
• Guide users through self-help and knowledge-base resources to resolve common issues.
• Ensure accurate documentation of all remote support activities and maintain a high first-contact resolution rate.

2. Technical & Onsite Support (Level 2)

• Provide onsite and remote Level 2 technical support for hardware, software, and network-related issues.
• Diagnose and resolve incidents involving desktops, laptops, mobile devices, printers, and peripherals.
• Perform system installations, imaging, configurations, and upgrades for end-user equipment.
• Collaborate with global IT teams to escalations and resolve complex issues.
• Maintain and update local documentation, FAQs, and technical guides.

3. Hardware Asset Management (HAM)

• Manage the full lifecycle of IT hardware assets — from procurement to deployment, maintenance, and retirement.
• Use asset management tools (e.g., ServiceNow, Intune, JAMF) to ensure accurate asset tracking and reporting.
• Conduct physical inventory checks, reconciliation, and audits to maintain data accuracy.
• Oversee secure disposal or return of decommissioned equipment in compliance with company policy and data security regulations.
• Generate and analyze reports on hardware usage, refresh cycles, and compliance.

4. Field Services Operations (FSO)

• Serve as the primary point of contact for onsite IT support across the assigned region.
• Coordinate with vendors and logistics providers for device deliveries, repairs, and returns.
• Ensure consistent implementation of global IT and security standards at all regional sites.

5. On-Call & Emergency Support

• Participate in an on-call rotation to provide after-hours support for critical incidents or outages.
• Respond promptly to high-priority service disruptions affecting end users or site operations.
• Travel onsite when necessary to assist with urgent repairs, equipment replacements, or infrastructure recovery.
• Collaborate with global support teams and vendors to restore service continuity in the shortest possible time.
• Maintain detailed incident documentation and support post-incident reviews to identify root causes and preventive measures.

6. Process & Continuous Improvement

• Identify and recommend process improvements to enhance IT service delivery and asset management efficiency.
• Participate in cross-functional initiatives to standardize workflows and automate repetitive tasks.
• Support ITIL-based service management and contribute to continuous improvement initiatives.

Qualifications

Education: Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

Experience: 3–5 years in IT support roles including remote desktop (Level 1.5), onsite Level 2, or field service positions within a multi-site environment.

Technical Skills: Proficiency with Windows and macOS operating systems; strong understanding of networking and endpoint management; experience with remote support and ITSM tools (ServiceNow, SCCM, Intune, JAMF, Lansweeper, or similar).

Certifications: CompTIA A+, Network+, or Microsoft certifications preferred; ITIL Foundation desirable.

Soft Skills: Excellent communication and interpersonal skills; strong organizational, problem-solving, and analytical capabilities; ability to work independently and manage multiple priorities.

Physical Requirements: Ability to lift and transport IT equipment as needed.