IT Support Technician (Senior)

ml systems integrator pte. ltd.; Singapore; On-site; SGD 44,640 - 78,120; Full time

Job summary

ml systems integrator pte. ltd. is seeking an IT support professional to deliver L2/L3 assistance, on-site visits, and remote troubleshooting for client environments in Singapore.

The role emphasizes timely issue resolution, accurate ticket documentation, and proactive monitoring of critical incidents. You will assist in project setup, coordination with vendors, and support pre-sales discussions by proposing scalable IT solutions.

Responsibilities

• L2/L3 Support
• Provide both scheduled and ad hoc IT support to clients, ensuring timely and effective resolution of issues.
• Troubleshoot IT infrastructure and end-user desktop applications via onsite visits, phone calls, email, and remote access.
• Replace faulty PC and server hardware, perform upgrades, and carry out routine hardware maintenance.
• Escalate unresolved or complex issues to senior-level support in a timely manner.
• Document all support activities and updates accurately in the company’s ticketing system.
• Monitor and follow up on critical client issues until resolution; proactively alert management of potential escalations or service disruptions.
• Provide support for software, antivirus, backup, and system-related issues where applicable.
• Assist in the setup, installation, configuration, and testing of computer systems, networks, and peripheral devices.
• Accept and execute project assignments, providing regular updates and progress reports to the Project Manager.
• Coordinate with vendors, contractors, or third-party providers when necessary to support project deliverables.
• Participate in the handover of completed projects to support teams with proper documentation.
• Collaborate with the Sales Team to understand business and technical requirements from clients.
• Assist in designing IT solutions that address client needs, ensuring feasibility and scalability.
• Support pre-sales technical consultations and provide input for solution proposals.
• Engage with clients to clarify expectations and explain proposed IT solutions effectively.
• Maintain clear and effective communication with Account Executives and Management on client-related matters.
• Identify opportunities to improve internal processes and contribute to operational efficiency and service quality.
• Support the company’s sales and client engagement activities, including meetings and product demonstrations when needed.
• Maintain professional conduct and uphold company standards when interacting with clients and stakeholders.
• Keep up‑to-date with current technologies and best practices to stay relevant and provide high-quality service.

Job description

Support Duties

• L2/L3 Support
• Provide both scheduled and ad hoc IT support to clients, ensuring timely and effective resolution of issues.
• Troubleshoot IT infrastructure and end-user desktop applications via onsite visits, phone calls, email, and remote access.
• Replace faulty PC and server hardware, perform upgrades, and carry out routine hardware maintenance.
• Escalate unresolved or complex issues to senior-level support in a timely manner.
• Document all support activities and updates accurately in the company’s ticketing system.
• Monitor and follow up on critical client issues until resolution; proactively alert management of potential escalations or service disruptions.
• Provide support for software, antivirus, backup, and system-related issues where applicable.

Project Responsibilities

• Assist in the setup, installation, configuration, and testing of computer systems, networks, and peripheral devices.
• Accept and execute project assignments, providing regular updates and progress reports to the Project Manager.
• Coordinate with vendors, contractors, or third-party providers when necessary to support project deliverables.
• Participate in the handover of completed projects to support teams with proper documentation.

Sales Support

• Collaborate with the Sales Team to understand business and technical requirements from clients.
• Assist in designing IT solutions that address client needs, ensuring feasibility and scalability.
• Support pre-sales technical consultations and provide input for solution proposals.
• Engage with clients to clarify expectations and explain proposed IT solutions effectively.

General Responsibilities

• Maintain clear and effective communication with Account Executives and Management on client-related matters.
• Identify opportunities to improve internal processes and contribute to operational efficiency and service quality.
• Support the company’s sales and client engagement activities, including meetings and product demonstrations when needed.
• Maintain professional conduct and uphold company standards when interacting with clients and stakeholders.
• Keep up‑to‑date with current technologies and best practices to stay relevant and provide high-quality service.