IT Support Engineer (Level 2)

GMP TECHNOLOGIES (S) PTE LTD; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

GMP Technologies (S) Pte Ltd seeks a Senior IT Support specialist to provide Level 2 incident resolution for end-user devices, servers, cloud services and applications. You will monitor systems, perform root-cause analysis, and drive automation and process improvements across ITSM workflows.

The role requires 5 years in a similar IT support position, strong Azure/O365 experience, Windows Server/Windows11 proficiency, and familiarity with PowerShell, Power Apps and MDM (Intune).

Qualifications

• Degree in Information Technology or related field with 5 years of equivalent experience in a similar role.
• Strong hands-on experience in Microsoft 365 (O365) services.
• Good knowledge of Microsoft Azure Cloud, including IaaS and PaaS.
• Good knowledge of Windows Server and Windows11.
• Experience with IIS, .NET application support and client-server architecture.
• Exposure to Microsoft Power Apps.
• Scripting experience in PowerShell, Python or Bash.
• Good knowledge of mobile application support and diagnostics.
• Knowledge of Mobile Device Management, especially Microsoft Intune.
• Understanding of ITSM tools and automation such as ServiceNow, ServiceDesk or ManageEngine.
• ITIL certification is highly preferred.
• Strong troubleshooting, analytical and problem-solving skills.
• Good communication and stakeholder management skills.
• Ability to work with technical teams, business users and external partners.

Responsibilities

• Provide Level 2 technical support for end-user devices, servers, cloud services and apps.
• Monitor IT systems and use alerts to identify issues proactively.
• Perform root cause analysis and implement improvements.
• Introduce automation via scripting or by collaborating with development teams.
• Improve ITSM workflows and automation to raise service levels.
• Prioritise and escalate issues to appropriate teams.
• Document troubleshooting steps and solutions.
• Perform preventative maintenance for servers and services.
• Conduct post-resolution follow-ups with users and stakeholders.
• Provide technical guidance and training to end users.
• Install, configure, test and troubleshoot workstation hardware, networking devices and cloud services.
• Maintain IT asset inventory.
• Configure and test customised solutions across platforms.
• Monitor system performance and report statistics.
• Provide Level 1 support during high workload.
• Analyze support trends to drive improvements.
• Collaborate with Level 1/3 teams and business users to improve processes.
• Research hardware/software to support procurement and initiatives.
• Assess mobile/web apps before deployment.

Skills

Microsoft 365

Azure Cloud

Windows Server

IIS/.NET

Power Apps

PowerShell

Python

Bash

Intune / MDM

ITSM tools

ITIL

Education

Bachelors in Information Technology

Tools

ServiceNow

ServiceDesk

ManageEngine

Job description

Responsibilities

• Provide Level 2 technical support, troubleshooting and resolution for incidents involving end-user devices, servers, cloud services and applications.
• Monitor IT systems and services and leverage monitoring and alerting tools to identify and resolve issues proactively.
• Perform root cause analysis and implement improvements to prevent recurring incidents.
• Introduce automation for common support tasks using scripting or by collaborating with development teams.
• Optimise IT Service Management (ITSM) workflows and automation to improve support processes and service levels.
• Prioritise, schedule and elevate technical issues to the appropriate support teams when required.
• Document troubleshooting steps, resolutions and actions taken throughout the incident lifecycle.
• Perform preventative maintenance for servers and IT services.
• Conduct post-resolution follow-ups with users and stakeholders.
• Provide technical guidance, training and support to end users.
• Install, configure, test, maintain and troubleshoot workstation hardware, network peripherals, networking equipment, servers and cloud services.
• Maintain IT asset information and inventory, including computers, monitors, printers, scanners and other peripherals.
• Configure and test customised solutions across different platforms and operating systems.
• Monitor system performance and provide relevant performance statistics.
• Provide Level 1 support when required during periods of high workload or reduced team capacity.
• Analyse support trends and documented resolutions to identify opportunities for continuous improvement.
• Work closely with Level 1 and Level 3 support teams and business users to improve monitoring, troubleshooting, ticket handling and overall support processes.
• Research and evaluate hardware and software products to support procurement and technology initiatives.
• Assess mobile and web applications before deployment to end users.

Requirements

• Degree in Information Technology or a related field, with 5 years of equivalent experience in a similar role.
• Strong hands-on experience in Microsoft Office 365 (O365) services.
• Good knowledge of Microsoft Azure Cloud, including IaaS and PaaS services.
• Good knowledge of Windows Server and Windows11.
• Experience with Microsoft IIS, .NET application support and client-server application architecture will be highly preferred.
• Exposure to Microsoft Power Apps.
• Scripting experience in PowerShell, Python or Bash is highly preferred.
• Good knowledge of mobile application support and diagnostics, particularly Apple products.
• Knowledge of Mobile Device Management (MDM),especially Microsoft Intune.
• Good understanding of ITSM tools and automation, such as ServiceNow, ServiceDesk or ManageEngine.
• ITIL certification is highly preferred.
• Strong troubleshooting, analytical and problem-solving skills.
• Good communication and stakeholder management skills.
• Ability to work collaboratively with technical teams, business users and external partners.

Additional Requirement

• Willingness to participate in a rotating after-hours/on-call support roster is required.
• Rostered after-hours support will generally not occur more frequently than once every three weeks, subject to operational requirements.
• Applicable on-call remuneration and a work mobile phone will be provided in accordance with company policies and employment conditions.

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239