Onsite IT Support Engineer - Elevate End-User Tech

Hirewand; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

Hirewand is seeking a Desktop Support Engineer (L1/L2) to deliver on-site IT support in Singapore. The role involves resolving incidents, IMAC activities, device imaging, and collaborating with L2/L3 teams and vendors to ensure quick issue resolution.

The ideal candidate has extensive end-user support experience, strong Windows and device knowledge, and solid troubleshooting skills, with a focus on security and asset management. On-site work and ownership are essential.

Qualifications

• 68+ years of overall IT support / field services experience.
• Strong experience in onsite desktop and end-user support.
• Good knowledge of Windows, desktops, laptops, mobile devices, and common business applications.
• Experience with L1/L2 incident and service request management.
• Hands-on experience with IMAC, device deployment, imaging, upgrades, and refresh activities.
• Good troubleshooting skills for hardware, software, and basic network issues.
• Experience working with ITSM tools and ticketing systems.
• Ability to work with L2/L3 teams, vendors, and multiple support groups.
• Good understanding of IT security, asset management, and patch management.
• Strong communication and customer service skills.
• Able to take ownership and work independently in an onsite environment.

Responsibilities

• Provide advanced onsite IT support for computers, laptops, mobile devices, applications, and peripherals.
• Resolve L1/L2 incidents and service requests within agreed SLAs.
• Handle IMAC activities such as Install, Move, Add, and Change.
• Support device imaging, deployment, upgrades, and refresh projects.
• Troubleshoot desktop, laptop, mobile, and basic network issues.
• Act as the first local escalation point for Grade 6 technicians.
• Work with L2/L3 teams, vendors, and support teams to resolve critical issues quickly.
• Follow IT security policies, technical standards, and asset management processes.
• Maintain accurate asset records, ticket updates, and support documentation.
• Use ITSM tools to track and manage incidents and service requests.
• Provide a smooth and positive experience for end users.
• Identify ways to improve IT support and service quality.

Skills

Onsite desktop support

End-user support

Windows OS

Mobile devices

Troubleshooting

Communication skills

Tools

ITSM tools

Ticketing systems

Job description

Hirewand is seeking a Desktop Support Engineer (L1/L2) to deliver on-site IT support in Singapore. The role involves resolving incidents, IMAC activities, device imaging, and collaborating with L2/L3 teams and vendors to ensure quick issue resolution.

The ideal candidate has extensive end-user support experience, strong Windows and device knowledge, and solid troubleshooting skills, with a focus on security and asset management. On-site work and ownership are essential.