IT Support Engineer Level 2

WIN-PRO CONSULTANCY PTE LTD; Singapore; Hybrid; SGD 36,000 - 60,000; Full time

Benefits offered by this job

Health benefits

Ongoing training

Competitive salary with performance

Job summary

WIN-PRO CONSULTANCY PTE LTD is seeking an IT Support Technician to act as the front-line defender of client IT systems. The role covers on-premise deployments and remote support with regular onsite visits for installations and troubleshooting.

You will handle network and system administration, security, end-user training, and thorough documentation, collaborating with engineering and cybersecurity teams to meet service levels and project goals.

Qualifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or related fields.
• Strong knowledge of Windows, macOS, and Linux operating systems; hands-on hardware and networking experience.
• Experience with Active Directory, Office 365 administration, and VPN configurations.
• Knowledge of basic cybersecurity practices and troubleshooting methods.
• Ability to work with remote support tools and ticketing systems (Zendesk, Jira, etc.).

Responsibilities

• Install, configure, and test infrastructure components on-site.
• Configure, deploy, and maintain network and server hardware and software.
• Monitor and troubleshoot networks, manage access and security.
• Provide end-user support with timely resolutions per SLA.
• Create documentation and collaborate with teams for project success.
• Plan and manage infrastructure deployments with clear timelines and milestones.

Skills

Windows

macOS

Linux

Hardware

Active Directory

Office 365

VPN configurations

Cybersecurity basics

Remote support tools

Ticketing systems

Cloud platforms (AWS/Azure/GCP)

Education

Diploma or Bachelor’s degree in IT/CS

Tools

Zendesk

Jira

Office 365 Admin

Job description

Job Summary

The IT Support Technician serves as the front-line defense of client’s IT systems, providing essential support to ensure smooth and stable operations. This role is responsible for troubleshooting technical issues, implementing solutions, and assisting in the maintenance of infrastructure - contributing to an efficient, secure, and reliable IT environment. This role involves both on-premise and remote support, with regular onsite presence required for installation, maintenance, troubleshooting and project implementation.

Key Responsibilities

1. Infrastructure Deployment and Setup

• Conduct site assessments, layout planning, and onsite testing.
• Configure, set up, deploy and decommission infrastructure components onsite, according to established plans and safety standards.
• Provide onsite support for infrastructure deployments, hardware setup and system troubleshooting, ensuring minimal disruption to business operations.

2. Network and System Administration

• Configure network hardware and software components, including switches, routers, servers etc.
• Monitor, maintain and troubleshoot network systems to ensure optimal uptime and service delivery.
• Manage user accounts, permissions, and access control for both local and cloud-based systems.
• Perform regular system maintenance, including patch management and updates, to ensure systems remain secure and efficient.

3. Network Security

• Maintain data backups and disaster recovery plans and conduct regular testing to ensure business continuity.
• Detect, report and respond to cyber and data-related incidents; identify affected systems and users, and ensure efficient incident resolution.
• Assist in implementing security protocols, firewalls, and antivirus solutions to safeguard data integrity.

4. Technical Support and Training

• Provide end-user support by identifying and troubleshooting technical issues within defined timeframes.
• Manage end-to-end problem-solving processes adhering to service level agreements.
• Develop user guides and provide training to users on various systems, applications and technologies.

5. Documentation and Collaboration

• Maintain detailed documentation of support activities, system configurations and network setups and project progress.
• Collaborate with internal teams, system engineers, cybersecurity teams and third‑party vendors to ensure IT infrastructure meets business needs.
• Plan, monitor and manage IT infrastructure service to ensure effective delivery aligned with service level targets.

5. Project Management

• Develop and manage detailed project plans for infrastructure deployments and upgrades, including timelines, resource allocation and milestones, ensuring successful delivery of projects within agreed parameters.
• Monitor and allocate available resources to meet project objectives, ensuring the projects are completed on time and within scope.
• Coordinate with internal teams and external stakeholders to ensure effective communication, risk management and alignment of projects with business objectives.
• Track and report on projects progress regularly, identifying potential risks and proactively implementing mitigation strategies to minimise project delays.

Key Performance Indicators (KPIs)

• Ticket resolution time
• Customer satisfaction (CSAT)
• Network/system uptime
• Documentation completeness and accuracy

---

Job Requirements

1. Education

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or related fields.

2. Technical Skills

• Strong knowledge of Windows, macOS, and Linux operating systems.
• Hands‑on experience with desktop hardware, software, printers, and networking devices.
• Familiarity with Active Directory, Office 365 administration, and VPN configurations.
• Knowledge of basic cybersecurity practices and troubleshooting methods.
• Ability to work with various remote support tools and ticketing systems (e.g., Zendesk, Jira, etc.).

3. Experience

• Minimum of 2 years of IT support experience, preferably in a managed services environment.
• Experience in supporting cloud‑based solutions (AWS, Azure, Google Cloud) is a plus.

4. Soft Skills

• Strong problem‑solving abilities, able to think on your feet and provide quick resolutions.
• Excellent communication skills with the ability to explain technical issues to non‑technical users.
• Team player, willing to collaborate and share knowledge.
• Strong organizational skills with attention to detail, able to handle multiple tasks and priorities.

5. Certifications (Preferred)

• CompTIA A+, Network+, or Security+
• Microsoft Certified: Azure Fundamentals
• Cisco Certified Network Associate (CCNA)

What We Offer

• A dynamic, team‑oriented work environment.
• Opportunities for professional growth and development.
• Competitive salary with performance bonuses.
• Health benefits and ongoing training.

---

This job will suit someone with a proactive attitude, a passion for technology, and a strong commitment to customer service. If you’re eager to expand your skills