L2 IT Helpdesk & AI-Driven Support Engineer

Helius Technologies

Singapore

On-site

SGD 48,000 - 72,000

Full time

4 days ago

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Job summary

Helius Technologies in Singapore seeks an experienced Infrastructure Level 2 Helpdesk / Support Engineer to provide end-user support, strengthen endpoint security, and drive IT infrastructure improvements. You will handle Level 2 technical issues, monitor Intune metrics, support AI-enabled helpdesk initiatives, and escalate complex incidents to resolve with internal teams and vendors.

Requires Diploma/ Degree in IT/CS/IS/Engineering, hands-on Windows/M365, Intune, SharePoint, and strong

Qualifications

Diploma or degree in Information Technology, Computer Science, Information Systems, Engineering or related discipline.
Experience in L2 Helpdesk, Desktop Support, End-User Computing, IT Support or Infrastructure Support.
Hands-on experience supporting Windows end-user environments and Microsoft 365.
Experience with Microsoft Intune including endpoint management, monitoring and troubleshooting.
Experience with IT security, vulnerability management, endpoint patching and security remediation.
Experience supporting or administering SharePoint.
Good understanding of IT infrastructure, networking and endpoint environments.
Experience troubleshooting incidents and performing root-cause analysis on recurring technical issues.
Strong documentation skills with experience preparing or improving SOPs and technical/user documentation.
Strong communication and customer-service skills, particularly when supporting VIP users and senior stakeholders.

Responsibilities

Provide Level 2 technical support for end-user hardware, software, operating systems, applications and IT-related incidents.
Manage and improve IT security, vulnerability remediation and patch management across end-user devices.
Monitor and analyse helpdesk tickets and Microsoft Intune metrics to identify recurring incidents, trends and root causes, and recommend improvements.
Support and enhance AI-enabled helpdesk capabilities, using AI and automation to streamline repetitive IT support activities and improve workflow efficiency.
Escalate complex incidents appropriately and coordinate with internal teams and external vendors through resolution.
Identify opportunities to automate repetitive IT operations and improve overall helpdesk efficiency.