L2 Support Engineer

KRIS INFOTECH PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading technology firm in Singapore is seeking an IT Support Specialist with 5–8 years of experience, focusing on Help Desk services. The candidate will support users, improve Help Desk processes, and work closely with technical teams. Strong customer service skills and experience in a financial institute are preferred. ITIL certification is a plus.

Qualifications

• 5–8 years of experience in a Help Desk or IT support role, with at least 2 years in a lead position.
• Optional IT Certification: ITIL Foundation Certification, Microsoft Certified, CompTIA A+.
• HR experience supporting Japanese-speaking users preferred.

Responsibilities

• Respond and resolve user queries efficiently with excellent customer service.
• Identify opportunities to enhance Help Desk processes.
• Support post-critical project cutover as a part of the Command center team.

Skills

IT service management principles (ITIL preferred)

Proficiency in ITS tools (e.g., ServiceNow, Jira)

Strong customer service skills

Problem-solving abilities

Ability to work under pressure

Education

Tertiary degree in technology

Job description

Job Description:

RELATIONSHIPS & COMMUNICATION (40%)

• With service mindset, respond and resolve user queries efficiently while ensuring excellent customer service.
• Provide both technical and non-technical support for Singapore Branch users.
• Ensure clear, concise, and professional communication with users, technical teams, and senior management.

CONTINUOUS IMPROVEMENT (30%)

• Identify opportunities to enhance Help Desk processes and workflows.
• Contribute to the development and implementation of Help Desk policies and procedures.
• Maintain detailed user request logs and create comprehensive reports for stakeholders.
• Efficiently maintain the knowledge base / FAQ to avoid dependency on L2 and L3 support teams.
• Introduce processes to consolidate and manage all the service requests flowing to IT department.

PROJECT PLANNING & EXECUTION (10%)

• Part of Command center team to support day1 post critical projects cutover.
• Act as a liaison between users and technical teams to facilitate smooth communication and issue resolution during solution Go Live period.

TECHNOLOGY EXPOSURE (20%)

• Maintaining IT Devices (iPads, Desktops, VDI's), and implement processes for comprehensive tracking and reporting.
• Overall knowledge about IT Infrastructure within a financial institute and networking devices.

REQUIREMENTS

EDUCATION

• Tertiary degree in technology from a recognized educational institution.
• IT Certification (Optional): ITIL Foundation Certification, Microsoft Certified, CompTIA A+.

EXPERIENCE

• 5–8 years of experience in a Help Desk or IT support role with at least 2 years in lead position, preferably Financial Institute.
• HR experience supporting Japanese-speaking users, Japan-based financial institute is highly preferred.
• Azure DevOps, Application Support
• (Good have) Exposure to MAS technology risk management framework, overall risk awareness, and IT Infrastructure within financial institute.

SKILLS

• IT service management principles (ITIL preferred).
• Proficiency in ITS tools (e.g., ServiceNow, Jira).
• Strong customer service skills, problem-solving abilities, and ability to work under pressure.
• Collaborate across organization and external providers to solve complex problems creatively.