L2 IT Support Engineer

Cultivar Staffing & Search; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A staffing and search agency in Singapore is seeking an IT Support specialist to handle escalated requests and troubleshoot network and security systems. Ideal candidates will possess advanced technical skills, experience in client support, and relevant certifications. Responsibilities include maintaining client documentation and assisting in project deliveries, with a focus on communication and technical diagnosis.

Qualifications

• Experience with troubleshooting networks and security systems.
• Strong skills in client communication and support.
• Capable of technical diagnosis for hardware and software.

Responsibilities

• Handle escalated support requests on-site and off-site.
• Resolve Helpdesk tickets and perform on-site troubleshooting.
• Maintain client documentation and ensure it is up-to-date.

Skills

Communication skills

Advanced understanding of support tools

Advanced diagnosis skills

Experience with remote support tools

Education

Professional IT Certifications (MCP, MCSA, MCSE)

Client Experience Certifications

Tools

Ticketing System

Microsoft 365

Job description

Overview

Our client’s company specialises in managed IT services, customized project services and cloud services. Their clientele includes large SMEs and MNCs across various industries. The company is hiring due to expansion. Candidates will be responsible for supporting, diagnosing, and troubleshooting network systems and security systems, and will need excellent social skills.

Responsibilities

• Handle escalated support requests (on-site and off-site).
• Resolve escalated Helpdesk tickets and perform on-site troubleshooting.
• On-site hardware maintenance and support, including installation and removal of equipment.
• Ensure all client documentation is well maintained.
• Assist project team to help deliver projects on-site from time to time.
• Escalate tickets that require Service Delivery Manager support.
• Identify, communicate and mitigate potential risks to reporting manager and clients.
• Ensure close communication with clients.

Requirements

• Possess good communication skills.
• Advanced understanding of support tools, techniques and how technology is used to provide services.
• Advanced understanding of operating systems, business applications, printing systems and network systems.
• Advanced diagnosis skills of technical issues related to end-user hardware, software and network devices.
• Advanced experience and understanding of structured cabling (tidy cable management is a must).
• Advanced experience installing and maintaining networking and VoIP equipment.
• Advanced experience and knowledge of working with the Microsoft 365 Platform.
• Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc.).

Additional requirements

• Experience using a Ticketing system, RMM tool and PSA software.
• Experience providing support via remote tools.
• Experience handling Technical Service Tickets.
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits, etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

How to apply

Interested candidates are invited to send their Resume in MS Word Format stating past work experience, reasons for each leave, past and expected remuneration.

Note: We regret to inform that only shortlisted candidates will be notified.

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