Junior Engineer - Level 2 - Advanced Infra & Systems Support

JOHN ETHANS INTERNATIONAL PTE. LTD.; Singapore; Hybride; SGD 65 000 - 95 000; Plein temps

Résumé du poste

JOHN ETHANS INTERNATIONAL PTE. LTD. seeks an advanced support engineer to handle complex escalations and perform in-depth diagnostics across endpoints, identity, network, and server foundations.

You will coordinate with vendors, execute approved changes, and deliver clear handovers and RCA inputs to prevent recurrence. The role covers Windows Server services, AD basics, M365/GSuite administration, firewall/VPN support, and virtualization platforms.

Qualifications

• Diploma or Degree in Information Technology or Computer Science or equivalent.
• 3–6 years in desktops or infrastructure support with admin exposure.
• Experience in hybrid environments (on-prem+cloud) preferred.

Responsabilités

• Take ownership of escalated tickets from L1 and perform deeper diagnostics.
• Administer Windows Server services, DNS, DHCP, and AD basics.
• Support Microsoft 365/ Google Workspace administration tasks.
• Perform firewall and VPN configurations under change control.
• Coordinate with vendors and document RCA inputs and fixes.

Connaissances

Structured problem solving

Change discipline

Vendor management

Documentation skills

Troubleshooting methodology

Formation

Diploma or Degree in IT/CS

Outils

Active Directory/Azure AD

Microsoft 365 Admin

Google Workspace Admin

VMware/Hyper-V

PowerShell/Bash scripting

VPN/firewall management consoles

Description du poste

Rolelevel:Level2(AdvancedSupport)

Typicalexperience:3–6years

Reportingto:ServiceDeliveryLead/CustomerSuccessLead(asassigned)

Workmodel:Onsite/Remote/Hybrid(basedoncustomerdeployment);mayrequirerosterforafter-office support where contracted

Rolepurpose

ResolvecomplexincidentsescalatedfromLevel1throughdeepertechnicaldiagnosticsacrossendpoint, identity, network, and server foundations. Coordinate with vendors, execute approved changes, and produce clear technical handovers and RCA inputs to reduce recurring issues.

Keyresponsibilities

• TakeownershipofescalatedticketsfromL1andperformdeeperdiagnosticsacrosssystemsand infrastructure components.
• AdministercoreWindowsServerservices(withincustomerscope)andsupportfile/printservices,DNS, DHCP, and directory fundamentals.
• SupportMicrosoft365/GoogleWorkspaceadministrationtasks(asassigned),includingtroubleshooting of service and identity-related issues.
• PerformfirewallandVPNconfigurationsupport(routing,NAT,rules)underapprovedchangecontroland documented procedures.
• Executeserverpatching,optimization,andmaintenancetasksalignedwithcustomerchangewindows.
• Triageendpointdetectionandresponse(EDR)/securityalertsandsupportsecurityhygienechecks;escalate per incident workflow.
• Supportvirtualizationplatforms(VMware/Hyper-V):virtualmachines,snapshots,andbasicplatform troubleshooting.
• Performbackupandrestoreoperations(user-levelandsystem-levelaspermitted)andvalidaterecovery outcomes.
• ProduceRCAnotesandtechnicalreports;documentfixes,knownerrors,andprevention recommendations.
• Coordinatewithapplicationsupportteamsandvendors/brandsforescalationsbeyondL2control.

Scopecoverage(service-aligned)

• Advanceddiagnosticsacrossnetwork,servers,andsystems.
• WindowsServeradministration(ADbasics,file/printservices,patching).
• FirewallandVPNconfigurationsupport:routing,NAT,andrules(approvedchanges).
• Microsoft365/GoogleWorkspaceadministrationsupport.
• DNS,DHCP,file/printserversupportandoptimization.
• Securityalerttriage(EDRchecks,loginputs)andsecurityhardeningsupporttasks.
• Virtualizationsupport:VMware/Hyper-V(VMoperations,snapshots).
• Backup/restoreoperationsandrecoveryvalidation.
• Cloudplatformsupport(Azure/AWS)withinL2scopeasassigned.
• RCAreportingandescalationcoordinationtovendors/applicationteams.
• Automationscriptingexposure(PowerShell,Bash)forrepeatableoperations.

Requiredtechnicalskillsets

• Systems& infrastructure
• WindowsServerfundamentalsandadministrationbasics
• ActiveDirectory/AzureADfundamentals;GroupPolicybasics
• File/printservices,DNS,DHCPtroubleshooting
• Network& security
• Networkdiagnosticsandtroubleshootingmethodology
• VPNconceptsandclient-to-sitetroubleshooting;basicfirewallruleunderstanding
• Securityhygiene:EDRchecks,phishingtriage,log-awaretroubleshooting
• Operations&reliability
• Backup/restoreprocessesandrecoveryverification
• Changecontroldisciplineandmaintenancewindowexecution
• AbilitytoproducecleartechnicalhandovernotesandRCAinputs
• Automation
• Basicscriptingcapability(PowerShellorBash)toautomaterepeattasks

Tools&platformsexposure

• Admintools:ActiveDirectoryUsersandComputers,GroupPolicyManagement(asneeded)
• Microsoft365AdminCenter/GoogleAdminConsole(scopedependent)
• Firewall/VPNmanagementconsoles(customerdependent)
• Virtualizationconsoles(vCenter/ESXiorHyper-VManager)
• Backuptooling(customerdependent)andbasicloganalysistools
• Scripting:PowerShelland/orBash

Behavioural&serviceskillsets

• Structuredproblem-solving:hypothesis-driventroubleshootingandevidence-basedactions.
• Goodchangediscipline:followsapprovals,rollbackplans,anddocumentationstandards.
• Vendorandstakeholdermanagement:coordinatesefficiently,keepscommsclearandtimely.
• Strongdocumentation:fixes,workarounds,andpreventionnotesthatL1canreuse.

Education&experiencerequirements

• DiplomaorDegreeinInformationTechnology/ComputerScience(orequivalentexperience).
• 3–6yearsindesktopsupport/infrastructuresupportwithadminexposure.
• Experienceinhybridenvironments(on-prem+cloud)andrecurringhard-ticketresolutionispreferred.

Certifications(preferred/nice-to-have)

• MicrosoftCertified:AzureFundamentals(AZ-900)orequivalent(nice-to-have)
• CompTIANetwork+/Security+(nice-to-have)
• ITILFoundation(nice-to-have)

Successmeasures(KPIs)

• Resolutionrateandturnaroundforescalated(L2)tickets
• QualityoftechnicaldocumentationandRCAcompleteness
• Reductionofrepeatincidentsthroughfixes/preventionrecommendations
• Changesuccessrate(lowrollback/incidentimpact)
• Stakeholdersatisfaction(customerIT+endusers)

Workingnotes

Level2engineersareexpectedtooperatewithhigherautonomy,followchangecontrol,andowncomplex incidents to closure. They should actively transfer knowledge back to L1 to reduce recurrence and drive scalability.