IT Support Engineer - L2 (Systems & Infrastructure)

ACUUTECH PTE. LTD.; Singapore; Hybrid; SGD 60,000 - 80,000; Full time

Job summary

ACUUTECH PTE. LTD. is seeking an experienced L2 IT Support Engineer for our Singapore Service Desk. You will deliver remote and onsite support across Windows Server, AD, DNS/DHCP, M365 and network infrastructure, taking ownership of escalated incidents and guiding client communications.

In this hands-on role, you will work independently, document solutions, and collaborate with senior engineers on complex projects and migrations, while ensuring SLA commitments and high client satisfaction.

Qualifications

• 3+ years of hands-on IT infrastructure support in MSP or multi-client environment.
• Strong knowledge of Windows Server, Active Directory and Microsoft 365 administration.
• Experience troubleshooting network connectivity including switches, firewalls, VPNs, and wireless networks.
• Familiar with Cisco Meraki, Fortinet, Sophos, Aruba or equivalent platforms.
• Experience with VMware/Hyper-V, backup solutions and endpoint security tools.

Responsibilities

• Own assigned tickets from investigation through resolution, ensuring SLA commitments are met.
• Provide remote and onsite support to clients across diverse environments.
• Troubleshoot and resolve incidents in Windows Server, AD, DNS/DHCP, and M365 services.
• Diagnose network issues involving switches, routers, VPNs and wireless networks.
• Coordinate with vendors/ISPs and document troubleshooting steps and resolutions.
• Support server migrations, network refreshes and infrastructure projects.

Skills

L2 Support

Customer-focused

Strong communication

Independent worker

Problem solving

Tools

VMware

Hyper-V

Fortinet

Cisco Meraki

Intune

Entra ID

Exchange Online

Active Directory

Job description

About the Role

Acuutech is looking for an experienced L2 IT Support Engineer to join our Singapore Service Desk team.

You will provide remote and onsite IT support to clients across a range of Microsoft, server, network and endpoint environments. As an L2 engineer, you will take ownership of escalated incidents, troubleshoot complex technical issues and support infrastructure changes and project deployments.

This is a hands-on, client-facing role within a Managed Service Provider (MSP) environment. We are looking for someone who can work independently, communicate clearly with clients and take responsibility for resolving issues rather than simply escalating them.

Key Responsibilities

Technical Support & Troubleshooting

• Provide L2 support for incidents, service requests and technical escalations across multiple client environments.
• Troubleshoot Windows Server, Active Directory, Group Policy, DNS, DHCP and related infrastructure services.
• Administer and support Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID and Intune.
• Diagnose network connectivity issues involving switches, firewalls, wireless networks, VPNs, VLANs and ISP connections.
• Support virtualisation environments, including VMware and Hyper-V.
• Investigate backup failures, endpoint security issues, system performance problems and recurring incidents.
• Perform patching, firmware updates, maintenance and approved infrastructure changes.
• Escalate complex architecture or design issues to senior engineers and Technical Architects when appropriate.

Service Delivery & Client Support

• Own assigned tickets from investigation through resolution, ensuring SLA commitments are met.
• Provide clear and timely updates to clients, including technical findings, progress and next steps.
• Deliver remote and onsite support, including troubleshooting at client premises.
• Coordinate with vendors, ISPs and third-party providers to resolve technical issues.
• Maintain accurate ticket notes, troubleshooting records and resolution documentation.
• Identify recurring problems and recommend improvements to prevent repeat incidents.

Projects & Infrastructure Support

• Assist with server migrations, network refreshes, firewall replacements, wireless deployments and office infrastructure projects.
• Configure and deploy switches, firewalls, wireless access points, servers and endpoint devices.
• Support rack-and-stack activities, cabling, equipment installation and onsite deployment work.
• Follow implementation plans, change procedures and rollback requirements.
• Perform post-implementation testing and validation.
• Work alongside senior engineers and Technical Architects to deliver project tasks.

Team Collaboration

• Provide technical guidance to junior Service Desk engineers.
• Contribute to knowledge base articles, SOPs and technical documentation.
• Collaborate with Service Delivery, Projects and Account Management teams.
• Maintain accurate time entries and work records in the ticketing system.

Requirements

• Minimum 3 years of hands-on experience in IT infrastructure support, preferably in an MSP or multi-client environment.
• Strong working knowledge of Windows Server, Active Directory and Microsoft 365 administration.
• Practical experience troubleshooting network connectivity, switches, firewalls, VPNs and wireless networks.
• Familiarity with technologies such as Cisco Meraki, Fortinet, Sophos, Aruba or equivalent platforms.
• Experience with VMware, Hyper-V, backup solutions and endpoint security tools.
• Ability to independently investigate and resolve L2 incidents.
• Comfortable providing both remote and onsite support.
• Good written and verbal communication skills, with the ability to explain technical issues clearly to clients.
• Strong organisational skills, ownership and attention to detail.

Advantageous Experience

• Previous experience working in a Managed Service Provider (MSP).
• Microsoft 365, Azure or Intune certifications.
• CCNA or equivalent networking certification.
• Fortinet, Sophos or Cisco Meraki certifications.
• ITIL Foundation certification.
• Experience with ServiceNow or similar ITSM platforms.
• Exposure to infrastructure migrations, network deployments and project implementation.

What We're Looking For

Beyond technical skills, we value engineers who take ownership of their work, communicate proactively and approach problems methodically.

You should be comfortable working independently while knowing when to collaborate or escal..., and be willing to support both day-to-day service delivery and infrastructure projects.