IT Support

EMBERS CATALYST PTE. LTD.; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

EMBERS CATALYST PTE. LTD. is seeking an IT Support Technician – End User Computing (EUC) to provide Level 1–2 support to end users in Central Singapore.

The role includes desktop/laptop troubleshooting, OS and app support, AD/Entra ID administration, and onboarding/offboarding activities. The ideal candidate has a IT diploma or equivalent, 1–3 years in IT support, and solid knowledge of Windows and Microsoft 365.

Qualifications

• Diploma or relevant certification in Information Technology or related discipline.
• 1–3 years of IT technical support, desktop support or EUC support.
• Good knowledge of Windows 10/11 and Microsoft 365.
• Familiarity with Active Directory, user account administration and basic networking.
• Experience in hardware troubleshooting, desktop deployment and peripheral configuration.
• Familiarity with ITSM or ticketing systems.
• Strong troubleshooting, communication and interpersonal skills.
• Able to work independently and as part of a technical support team.

Responsibilities

• Provide Level 1 and Level 2 technical support to end users for hardware, software and IT-related issues.
• Troubleshoot and resolve desktop, laptop, printer, peripheral and mobile device issues.
• Provide support for Microsoft Windows operating systems and Microsoft 365 applications.
• Assist with user account management, password resets and access-related issues.
• Provide onsite and remote technical support as required.
• Perform installation, configuration and deployment of desktops, laptops and IT peripherals.
• Conduct hardware diagnostics, troubleshooting and component replacement.
• Install, configure and maintain operating systems, applications and security software.
• Perform IT equipment inventory, asset tagging and tracking.
• Assist with equipment collection, replacement, reimaging and disposal.
• Support user onboarding and offboarding activities, including equipment preparation and account setup.
• Assist with Microsoft Active Directory and Microsoft Entra ID administration.
• Support endpoint management activities, including software deployment, patching and updates.
• Maintain IT support documentation, troubleshooting records and asset registers.
• Ensure incidents and service requests are properly logged and updated in the ticketing system.
• Attend to user requests within the agreed Service Level Agreement (SLA).
• Provide timely updates and follow up on outstanding incidents.
• Escalate complex technical issues to the relevant technical teams or vendors.
• Maintain good customer service and professional communication with end users.

Skills

Customer service

Troubleshooting

Communication

Teamwork

Documentation

Education

Diploma or relevant IT certification

Tools

ITSM / Ticketing systems

Job description

Position: IT Support Technician – End User Computing (EUC)
Location: Central Singapore

Job Responsibilities

End User Support

• Provide Level 1 and Level 2 technical support to end users for hardware, software and IT-related issues.

• Troubleshoot and resolve desktop, laptop, printer, peripheral and mobile device issues.

• Provide support for Microsoft Windows operating systems and Microsoft 365 applications.

• Assist with user account management, password resets and access-related issues.

• Provide onsite and remote technical support as required.

Hardware & Software Management

• Perform installation, configuration and deployment of desktops, laptops and IT peripherals.

• Conduct hardware diagnostics, troubleshooting and component replacement.

• Install, configure and maintain operating systems, applications and security software.

• Perform IT equipment inventory, asset tagging and tracking.

• Assist with equipment collection, replacement, reimaging and disposal.

IT Operations & Administration

• Support user onboarding and offboarding activities, including equipment preparation and account setup.

• Assist with Microsoft Active Directory and Microsoft Entra ID administration.

• Support endpoint management activities, including software deployment, patching and updates.

• Maintain IT support documentation, troubleshooting records and asset registers.

• Ensure incidents and service requests are properly logged and updated in the ticketing system.

Customer & Service Management

• Attend to user requests within the agreed Service Level Agreement (SLA).

• Provide timely updates and follow up on outstanding incidents.

• Escalate complex technical issues to the relevant technical teams or vendors.

• Maintain good customer service and professional communication with end users.
  

Requirements

• Diploma or relevant certification in Information Technology, Computer Science or related disciplines.

• 1–3 years of experience in IT technical support, desktop support or EUC support.

• Good knowledge of Microsoft Windows 10/11 and Microsoft 365.

• Familiarity with Microsoft Active Directory, user account administration and basic networking.

• Experience in hardware troubleshooting, desktop/laptop deployment and peripheral configuration.

• Familiarity with ITSM or ticketing systems.

• Good troubleshooting, communication and interpersonal skills.

• Able to work independently and as part of a technical support team.
  

Key Competencies

• Strong customer service orientation.

• Good problem-solving and analytical skills.

• Ability to manage multiple support requests and prioritise tasks.

• Good documentation and reporting practices.

• Responsible, proactive and able to work under pressure.