IT Support Infrastructure Engineer - Permanent

GMP TECHNOLOGIES (S) PTE LTD; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

GMP Technologies (S) Pte Ltd seeks a skilled Level 2 IT support specialist to monitor, troubleshoot, and resolve incidents across end-user devices, servers, cloud services and applications. You will enhance monitoring, automate repetitive tasks, and optimise ITSM workflows to improve service delivery and SLA performance.

The role requires strong experience with Microsoft 365, Azure, Windows Server, IIS/.NET, and Power Apps, plus scripting with PowerShell, Python or Bash.

Qualifications

• Degree in Information Technology or a related field; or 5+ years of equivalent IT experience.
• ITIL certification is highly preferred.
• Advanced knowledge of Microsoft 365 and Azure cloud services is essential.
• Experience with Windows Server and Windows 11; IIS and .NET app support is highly preferred.
• Exposure to Microsoft Power Apps; scripting with PowerShell, Python or Bash is highly preferred.
• Experience supporting mobile apps and Apple devices; knowledge of MDM such as Intune is preferred.
• Strong ITSM understanding and familiarity with automation platforms.

Responsibilities

• Provide hands-on Level 2 IT support for end-user devices, servers, cloud services, and apps.
• Enhance and optimise monitoring and alerting to improve service availability and incident troubleshooting.
• Identify opportunities to automate repetitive tasks; collaborate with development teams on automation.
• Maintain and improve ITSM workflows, automation, and processes to improve SLA performance.
• Prioritise, investigate, and resolve incidents; escalate complex issues as needed.
• Document and track requests, decisions, actions, and resolutions.
• Perform preventative maintenance on servers, apps, and IT services; provide post-resolution follow-ups.
• Provide guidance and training to end users and staff on IT systems.

Skills

ITIL

Power Apps

PowerShell

Python

Bash

MDM Intune

ITSM platforms

Automation

Education

Degree in Information Technology or related field

5 years of equivalent IT experience

Tools

Microsoft 365 (O365)

Microsoft Azure (IaaS/PaaS)

Windows Server

Windows 11

IIS/.NET applications

ServiceDesk / ServiceNow / ManageEngine

Job description

• Provide hands-on Level 2 support by monitoring, troubleshooting, resolving, and improving IT incidents involving end-user devices, servers, cloud services, and applications across the organisation.
• Enhance and optimise existing monitoring and alerting capabilities to improve service availability, customer experience, and incident troubleshooting.
• Identify opportunities to automate repetitive tasks using scripting or collaborate with development teams to implement automation solutions.
• Maximise the use of ITSM platforms by maintaining and improving workflows, automation, and processes to streamline service delivery and improve SLA performance.
• Prioritise, schedule, investigate, and resolve incidents and problems, escalating complex issues to the appropriate technical teams when required.
• Accurately document, track, and maintain records of help desk requests, including troubleshooting steps, decisions, actions taken, outcomes, and final resolutions.
• Perform proactive and preventative maintenance on servers, applications, and IT services.
• Conduct post-resolution follow-ups to ensure incidents are fully resolved and customer requirements are met.
• Provide technical guidance, training, and support to end users and staff on computer systems, applications, and related IT issues.
• Assist with the installation, configuration, testing, maintenance, monitoring, and troubleshooting of end-user devices, network peripherals, networking equipment, servers, and cloud services.
• Maintain accurate IT asset inventories, including workstations, monitors, storage devices, printers, scanners, modems, and other peripheral equipment.
• Design, configure, deploy, and test customised IT environments across various platforms and operating systems.
• Monitor system performance, conduct testing, and provide performance metrics and reports as required.
• Provide Level 1 support during periods of increased workload or reduced team capacity.
• Analyse incident and problem trends, review documented resolutions, and identify opportunities to prevent recurring issues.
• Drive the automation and optimisation of end-to-end IT support processes.
• Collaborate closely with Level 1 and Level 3 support teams and business users to identify recurring issues and implement preventative solutions.
• Develop and improve tools that provide enhanced monitoring, operational insights, faster troubleshooting, and proactive alerts when services operate outside established parameters.
• Identify opportunities to automate ticket management and workflows to improve efficiency and service delivery.
• Promote and support the adoption of ITSM best practices across support teams.
• Research and evaluate hardware and software products to support IT procurement, development, and technology improvement initiatives.
• Assess and recommend appropriate hardware and software solutions based on technical requirements, operational needs, and organisational standards.
• Evaluate mobile and web applications against established assessment criteria and guidelines before deployment to end users.

Requirements:

• Degree in Information Technology or a related field, or a minimum of 5 years of equivalent experience in a similar IT role
• ITIL certification — Highly Preferred
• Advanced knowledge and hands-on experience with Microsoft 365 (O365) services — Essential
• Strong knowledge of Microsoft Azure Cloud services across IaaS and PaaS environments, with experience in Windows Server and Windows 11 — Highly Preferred
• Experience with Microsoft IIS, .NET application support, and application architectures such as client-server environments — Highly Preferred
• Exposure to Microsoft Power Apps
• Scripting experience using PowerShell, Python, Bash, or similar technologies — Highly Preferred
• Knowledge and experience in supporting and diagnosing mobile applications and devices, particularly Apple products — Preferred
• Knowledge of Mobile Device Management (MDM), particularly Microsoft Intune — Preferred
• Strong understanding of IT Service Management (ITSM) tools, processes, and automation platforms such as ServiceDesk, ServiceNow, and ManageEngine — Preferred

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R23111973