Onsite Support Engineer

ITCAN PTE. LIMITED; Singapore; On-site; SGD 48,000 - 60,000; Full time

Job summary

ITCAN PTE. LIMITED in Singapore seeks an experienced on-site IT field engineer to deliver OSS field services and L2 support across multiple sites. You will respond to alerts, perform initial triage, and assist L3 engineers and vendors with hands-on troubleshooting.

Responsibilities include cabling, asset and device management, patching, end-user support, and ticketing in ITSM systems. You will ensure security policy compliance while coordinating with teams and vendors.

Qualifications

• 5-10 years of onsite field support experience.
• L2 support experience required.
• Log tickets in ITSM platform.

Responsibilities

• Respond to network-monitoring alerts and perform initial triage.
• Check switch and port health using approved diagnostics.
• Trace, patch, label and maintain network cabling.
• Perform physical power-redundancy checks.
• Maintain network asset, rack, cabling and port records in the designated system.
• Perform initial troubleshooting of internet, Wi-Fi and connectivity issues.
• Provide onsite hands-and-eyes assistance to L3 engineers and vendors.
• Perform approved device reboots, cable moves or replacements under procedures.
• Collect logs and packet captures for L3 analysis.
• Alert monitoring of critical networking equipment; software management support.
• Diagnose desktop, laptop and peripheral products; provide workstation support.
• Manage device upgrades, patches and updates to ensure security policies.
• Install, configure, and troubleshoot desktops, laptops, printers and peripherals.
• Assist with network connectivity issues related to Wi-Fi and wired networks.
• User account creation, modification, deletion; manage access permissions.
• Serve as primary point of contact for end user IT support.
• Raise procurement requests for printers; data centre patching.
• Support root cause analysis and permanent fixes for complex issues.
• Document and maintain technical information and procedures.
• Provide on-site support when required.

Skills

Field services OSS On site

L2 Support

Ticketing

Job description

Primary skill: Field services – OSS (On site support)

Secondary skill:L2 Support, Ticketing

JD:

Field services – OSS (On site support)

L2 Support, Ticketing

• 1. Respond to network-monitoring alerts and perform initial triage.
• 2. Check switch and port health using approved or read-only diagnostics.
• 3. Trace, patch, label and maintain network cabling.
• 4. Perform physical power-redundancy checks.
• 5. Maintain network asset, rack, cabling and port records in the designated system of record, in accordance with approved standards and procedures.
• 6. Perform initial troubleshooting of internet, Wi-Fi and connectivity issues.
• 7. Provide onsite hands-and-eyes assistance to L3 engineers and vendors.
• 8. Perform approved device reboots, cable moves or replacements under documented procedures.
• 9. Collect logs and packet captures for L3 analysis.
• a. alert monitoring of critical networking/infrastructure equipment across all sites (SolarWinds monitoring and DC infrastructure);
• b. provide software management support, including tracking subscription costs
• xxxii. diagnose desktop, laptop and peripheral products;
• c. provide workstation (either laptop or desktop) support and management (including, but not limited to patching and deployment;
• xxxiii. provide mobile device support and management (including, but not limited to device setup, distribution and basic troubleshooting;
• xxxiv. provide ad hoc onsite and remote additional support, project-related or specialist capacity (local sites;
• xxxv. provide timely and effective technical assistance to end users;
• xxxvi. initiating procurement of laptops and mobiles
• xxxvii. hardware management including asset tracking/management, and end-of-life disposal, break fix, enrolment and provisioning of equipment as per below:
• 10. patching and vulnerability management for workstations; and
• 11. Intune is used on all laptops and company managed mobiles
• d. troubleshoot and resolve hardware, software, and network issues;
• e. provide device setup, configuration, and maintenance;
• f. install, configure, and troubleshoot desktop and laptop devices;
• g. manage device upgrades, patches, and updates to ensure compliance with company security policies;
• h. install, configure, and troubleshoot printers and peripherals;
• xxxviii. assist with network connectivity issues related to Wi-Fi and wired network problems;
• xxxix. assist with user account creation, modification, and deletion;
• i. manage access permissions and security groups;
• j. software management;
• k. serve as the primary point of contact for end user IT support;
• l. raise procurement requests for printers on behalf of the business;
• xl. provide Data Centre patching on a monthly basis, and ad hoc where required in accordance with our vulnerability management policy;
• m. support root cause analysis and problem resolution efforts;
• xli. develop and implement permanent fixes for complex technical issues in accordance
• xlii. assess, plan, and implement changes to network and system infrastructure
• n. collaborate with product principal to resolve complex issues;
• o. perform routine maintenance tasks – daily health check and firmware updates to prevent disruption to business operations; and
• xliiii. document and maintain technical information, procedures, and knowledge, ensuring they are up to date;
• xliv. provide on-site support when required or as requested by the VIP User;

Required Skills & Experience

5-10 years of experience providing onsite field support services. L2 Support. Log tickets in ITSM platform.