IT Service Executive

HENDERSON SECURITY SERVICES PTE. LTD.; Singapore; On-site; SGD 52,000 - 86,000; Full time

Job summary

HENDERSON SECURITY SERVICES PTE. LTD. invites an experienced IT Support professional to join our Singapore operations, delivering frontline and second-line support across Windows endpoints, M365, printers and business apps.

You will manage incidents, requests and changes in ServiceNow ITSM, ensure SLA adherence, and assist with AD/Entra ID, MFA and network troubleshooting in a multi-site, 24/7 environment supporting security operations.

Qualifications

• Diploma or degree in IT, Computer Science, Information Systems or related field.
• Minimum 3 years of ServiceNow ITSM experience.

Responsibilities

• Provide L1/L2 IT support for Windows endpoints, Microsoft 365, business applications, printers and operational systems.
• Manage Incident, Request, Problem and Change tickets in ServiceNow ITSM, including SLA monitoring, escalation and resolution.
• Support Active Directory/Entra ID, user provisioning, MFA, access management and endpoint configuration.
• Troubleshoot TCP/IP, DNS, DHCP, VLAN, LAN/Wi‑Fi and VPN issues.
• Support Henderson’s 24/7 command-centre and security operations, including first-level troubleshooting of systems supporting CCTV, access control, intrusion alarms and monitoring platforms.
• Coordinate with Henderson Technologies, network/infrastructure teams and external vendorsfor security-system, IT and connectivity incidents.
• Assist with IT support for security operations, concierge, smart facility management and site-based teams across multiple locations.
• Perform endpoint patching, software deployment, antivirus/EDR checks and basic cybersecurity troubleshooting.
• Maintain ServiceNow CMDB/asset records, knowledge articles, SOPs and technical documentation.
• Support IT requirements associated with security, facilities and cleaning operations, including user devices, connectivity and business applications.
• Escalate critical incidents affecting command-centre availability, site operations or security monitoring according to defined procedures.

Skills

Troubleshooting

Documentation

Vendor coordination

Stakeholder communication

Active Directory/Entra ID

Education

Diploma/Degree in IT/CS/IS

Tools

ServiceNow ITSM

Windows 10/11

PowerShell

Job description

Responsibilities

• Provide L1/L2 IT supportfor Windows endpoints, Microsoft 365, business applications, printers and operational systems.
• Manage Incident, Request, Problem and Change tickets in ServiceNow ITSM, including SLA monitoring, escalation and resolution.
• Support Active Directory/Entra ID, user provisioning, MFA, access management and endpoint configuration.
• Troubleshoot TCP/IP, DNS, DHCP, LAN, Wi-Fi, VPN, VLAN and IP-connected devices.
• Support Henderson’s 24/7 command-centre and security operations, including first-level troubleshooting of systems supporting CCTV, access control, intrusion alarms and monitoring platforms.
• Coordinate with Henderson Technologies, network/infrastructure teams and external vendorsfor security-system, IT and connectivity incidents.
• Assist with IT support for security operations, concierge, smart facility management and site-based teams across multiple locations.
• Perform endpoint patching, software deployment, antivirus/EDR checks and basic cybersecurity troubleshooting.
• Maintain ServiceNow CMDB/asset records, knowledge articles, SOPs and technical documentation.
• Support IT requirements associated with security, facilities and cleaning operations, including user devices, connectivity and business applications.
• Escalate critical incidents affecting command-centre availability, site operations or security monitoring according to defined procedures.

Requirements

• Diploma/Degree inIT, Computer Science, Information Systems or related discipline.
• At least3 years’ experienceinServiceNow ITSM.
• Hands-on experience with ServiceNow ITSM - Incident, Request, Problem, Change, SLA and CMDB.
• Strong knowledge ofWindows 10/11, Microsoft 365 and Active Directory/Entra ID.
• Good understanding ofTCP/IP, DNS, DHCP, VLAN, LAN/Wi-Fi and VPN troubleshooting.
• BasicPowerShell/Command Promptand Windows diagnostic skills.
• Knowledge ofendpoint security, MFA, EDR/antivirus and access-control principles.
• Exposure toCCTV/IP surveillance, access-control, intrusion alarms, IoT devices or security-system integrationis highly advantageous.
• Ability to supportmulti-site, operational and 24/7 environmentswith strong SLA discipline.
• Strong troubleshooting, documentation, vendor coordination and stakeholder-communication skills.
• ITIL Foundation, Microsoft or CompTIA certificationis an advantage.