IT Support (L2, IAM, Contract)

TECH GRID ASIA PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

TECH GRID ASIA PTE. LTD. is seeking an experienced L2 IAM Support staff to investigate and resolve escalated user access, authentication, and provisioning issues. You will troubleshoot identity and access problems, analyze root causes, and provide high-quality customer service to end users.

Responsibilities include handling L1/L2 IAM tasks, account lifecycle management, and maintaining accurate documentation. Strong communication and problem-solving skills are essential in this role.

Qualifications

• Diploma or Bachelor's Degree in IT or relevant fields.
• Minimum 5 years of IAM support or similar experience.
• Experience with MS Active Directory, MS Entra ID/Azure ID and ticketing tools like ServiceNow/JIRA.
• Customer-centric mindset with strong interpersonal and communication skills.
• Experience in highly-regulated sectors (finance/government) is a plus.
• Strong analytical, troubleshooting, and problem-solving abilities.

Responsibilities

• Provide L1/L2 IAM support for authentication, access management, and end-user incidents.
• Create, modify, suspend, delete, reset passwords, and unlock accounts per procedures.
• Diagnose and resolve identity, access, and authentication issues per service standards.
• Communicate effectively with both IT-savvy and non-technical users.
• Escalate complex issues to appropriate teams when needed.
• Ensure compliance with security policies and audit controls.
• Document incidents, requests, and actions in the ticketing system.
• Record troubleshooting steps and resolutions for future reference.
• Contribute to knowledge base and process improvements.
• Monitor queues and follow up to close incidents promptly.

Skills

Customer service orientation

Communication skills

Analytical thinking

Problem-solving

Education

Diploma or Bachelor's Degree in IT

Tools

Active Directory (MS)

Azure AD / Entra ID

ServiceNow / JIRA

Job description

Role overview

As an L2 IAM (Identity and Access Management) Support staff, you will be responsible for investigating and resolving escalated user access, authentication, and provisioning issues. You should have a strong ability to troubleshoot identity and access-related issues, perform in-depth problem analysis, and deliver a high level of customer service to end users.

Responsibilities:

• Provide L1/L2 support for Identity & Access Management, authentication, account administration, and end-user incidents and service requests.
• Perform user account creation, modification, suspension, deletion, password resets, and account unlock activities in accordance with approved procedures.
• Diagnose, troubleshoot, and resolve identity, access, authentication, and other end-user technical issues in accordance with established procedures and service standards.
• Communicate effectively with both IT-savvy and non-technical users, adjusting communication styles according to the user's level of technical understanding.
• Escalate unresolved or complex issues to the appropriate support teams when required.
• Ensure compliance with security policies, access governance requirements, and audit controls.
• Maintain accurate documentation of incidents, requests, and actions taken within the ticketing system.
• Document troubleshooting steps and resolutions for future reference
• Contribute to the continuous improvement of support procedures and knowledge base documentation and workflows
• Monitor ticket queues and proactively follow up on outstanding incidents and service requests to ensure prompt closure.

Requirements:

• Diploma or Bachelor's Degree in IT or relevant fields.
• Minimum 5 years of relevant experience in IAM support, helpdesk/ service Desk, or user admin support functions
• Experience with MS Active Directory, MS Entra ID/ Azure ID, and ticketing tools such as ServiceNow, JIRA, etc. highly preferred
• Customer-centric mindset with good interpersonal and communication skills, and ability to interface with both IT and non-IT users
• Prior experience in highly-regulated sectors ie. Finance, Government etc. and familiarity with strict compliance standards will be a plus
• Strong analytical, troubleshooting, and problem-solving skills with the ability to identify root causes and implement effective corrective actions.