It Support

Helius Technologies; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

Helius Technologies is seeking an IT Support professional to provide VIP and end-user assistance on-site in Singapore. You will handle devices, software, printers, and AV for meetings and events, ensuring quick issue resolution and service continuity.

The role requires strong customer service, solid troubleshooting, and familiarity with Windows, macOS, and conferencing tools. On-site collaboration with vendors and IT teams is essential.

Qualifications

• Diploma or equivalent in IT or CS.
• Experience in IT VIP and end-user support.
• Familiarity with Windows/macOS and meeting room AV.
• Experience with ServiceNow is a plus.
• Strong customer service and professional discretion.

Responsibilities

• Provide dedicated IT support to VIP users, board members and senior management.
• Install, configure, deploy and maintain laptops, desktops, mobiles and printers.
• Test and support AV equipment for meetings and events.
• Manage incidents and service requests in ServiceNow and document resolutions.
• Coordinate IT operations, vendor interactions and workplace IT guidelines.

Skills

VIP IT support

End-user support

Customer service

Communication

Time management

Discretion with VIPs

Education

Diploma or equivalent qualification in Information Technology/Computer Science

Tools

ServiceNow

Microsoft Teams

Zoom

Job description

Hello,

Role Title: IT Support

Location: Singapore

Contract Duration: 12 months & extendable (Extension is subject to project requirements.)

Work Mode: Work From Office (WFO)

About the Role:

1. Job Purpose

Provide reliable and high-quality IT support to VIP users, Board members, senior management and general employees. The role covers end-user devices, software, printers, meeting room systems and corporate events, ensuring timely issue resolution, operational readiness and service continuity.

2. Key Responsibilities

IT VIP and End-User Support

• Provide dedicated technical support to VIP users, Board members and senior management, alongside daily IT support for general employees.
• Install, configure, deploy and maintain laptops, desktops, mobile devices, software and peripherals; troubleshoot hardware, software, operating system and connectivity issues across supported Windows, macOS and mobile environments.
• Deliver responsive, professional support while minimizing disruption to business operations.

Meeting Room, AV and Event Support

• Conduct routine meeting room health checks and prepare/test AV equipment, displays, microphones, cameras, audio systems and video conferencing solutions.
• Provide pre-meeting checks and on-site technical support for Board sessions, executive meetings and corporate events, including planned and ad-hoc requirements.

Printer and Peripheral Management

• Install, configure, troubleshoot and maintain printers and peripherals, including network printing, print queues, secure printing and follow-me printing services.

Internal

• Perform basic preventive maintenance and operational testing; coordinate with vendors and relevant IT teams on complex issues.

Incident and Service Request Management

• Manage incidents, service requests and assigned tasks in ServiceNow; maintain accurate ticket updates, troubleshooting details and resolution records.
• Monitor outstanding issues, follow up within agreed timelines and SLAs, and escalated unresolved matters to the appropriate IT teams or vendors.

IT Operations, Documentation and Coordination

• Perform daily operational checks, equipment deployment/replacement, collection, inventory updates, office moves, IT upgrades and scheduled maintenance.
• Maintain task trackers, operational reports and technical records; provide progress updates and proper handovers for pending work.
• Coordinate with users, management, IT teams and vendors; provide user guidance and recommend improvements to service delivery.
• Comply with IT policies, information security requirements, operational procedures and workplace safety guidelines.

3. Skills and Competencies

• Strong troubleshooting, analytical and problem-solving skills.
• Working knowledge of Windows 11, macOS, mobile devices, laptops, desktops, printers, AV systems and basic network connectivity.
• Familiarity with Microsoft Teams/Zoom video conferencing and IT service management tools, preferably ServiceNow.
• Strong customer service, communication and interpersonal skills, including professional and discreet support for VIP users.
• Good documentation, reporting, prioritization and time management; able to work independently and manage competing tasks.

4. Work Environment and Support Requirements

• On-site support at designated offices for VIPs, Board members, senior management, general employees, meeting rooms and events.
• Occasional evenings, weekends, public holidays, standby or on-call support may be required for maintenance, deployments, events and business-critical activities.
• Work closely with IT teams, vendors and stakeholders to maintain support coverage and service continuity.
• Provide off-site and ad-hoc technical support for meetings and corporate events as required.

5. Qualifications and Experience

• Diploma or equivalent qualification in Information Technology, Computer Science or a related field.
• Experience in IT VIP support, end-user computing, desktop support or IT field support.
• Familiarity with Windows, macOS, mobile devices, printers and meeting room AV systems; ServiceNow experience is an advantage.
• Experience supporting senior management, executive meetings or corporate events is an advantage.