Onsite Support Engineer

TEKISHUB CONSULTING SERVICES PTE. LTD.; Singapore; On-site; SGD 52,000 - 76,000; Full time

Job summary

TEKISHUB Consulting Services PTE. LTD. in Singapore is seeking an experienced Onsite Support Engineer to deliver Level 2 technical and field support for end-user computing, network infrastructure and IT operations.

You will troubleshoot onsite, manage devices and assets, monitor networks, and provide hands-on support for infrastructure teams. The role requires 5–10 years of relevant experience, strong knowledge of ITSM ticketing, Microsoft Intune, SolarWinds, and the ability to work

Qualifications

• 5–10 years of relevant experience in onsite field services or desktop/infrastructure support.

Responsibilities

• Serve as primary point of contact for onsite end-user IT support.
• Provide timely L2 technical assistance and troubleshooting to users.
• Diagnose and resolve desktop, laptop, mobile device, printer and peripheral issues.
• Install, configure, maintain and troubleshoot desktops, laptops and other end-user devices.
• Log and resolve incidents and service requests via ITSM platform.
• Monitor network and infrastructure equipment and triage incidents.
• Support data centre patching and asset management activities.
• Assist L3 engineers and vendors with hands-on support.

Skills

L2 Onsite Support

Troubleshooting

Stakeholder Management

Independent Worker

Onsite Field Services

Tools

ITSM Ticketing

Microsoft Intune

SolarWinds

Network Monitoring

Job description

We are looking for an experienced Onsite Support Engineer to provide Level 2 (L2) technical and field support for end-user computing, network infrastructure and IT operations.

The successful candidate will be responsible for onsite troubleshooting, device and asset management, network monitoring, ITSM ticket management and hands-and-eyes support for infrastructure teams. This role requires strong hands-on experience supporting users, workstations, network connectivity and data centre or infrastructure environments.

Key Responsibilities

Onsite & End-User Support

• Serve as a primary point of contact for onsite end-user IT support.




• Provide timely L2 technical assistance and troubleshooting to users.




• Diagnose and resolve desktop, laptop, mobile device, printer and peripheral issues.




• Install, configure, maintain and troubleshoot desktops, laptops and other end-user devices.




• Perform device setup, enrolment, provisioning and deployment.




• Provide onsite and remote support for local users, projects and business requirements.




• Provide onsite support for VIP users when required.




• Log, track, update and resolve incidents and service requests through the ITSM/ticketing platform.

Network & Infrastructure Support

• Monitor critical network and infrastructure equipment and respond to monitoring alerts.




• Perform initial triage and troubleshooting for network incidents.




• Check switch and port health using approved diagnostic tools.




• Troubleshoot wired network, Wi-Fi, internet and general connectivity issues.




• Trace, patch, label and maintain network cabling.




• Perform physical power and redundancy checks.




• Carry out approved device reboots, cable moves and cable replacements according to documented procedures.




• Collect system logs and packet captures for escalation and L3 analysis.




• Provide onsite hands-and-eyes assistance to L3 engineers, infrastructure teams and external vendors.




• Perform scheduled and ad hoc data centre patching activities in accordance with vulnerability management requirements.

Device, Asset & Software Management

• Manage workstation and mobile device lifecycle activities, including deployment, patching, upgrades and maintenance.




• Support Microsoft Intune-managed laptops and mobile devices.




• Perform workstation patching and vulnerability management.




• Maintain accurate records of IT assets, network equipment, racks, cabling and ports.




• Support hardware asset tracking, break/fix activities, enrolment, provisioning and end-of-life disposal.




• Manage local inventory and stock of laptops, mobile devices and other IT equipment.




• Support procurement requests for laptops, mobile devices, printers and related equipment.




• Assist with software management and tracking of software subscriptions and licences.

User Access & Security Support

• Assist with user account creation, modification and deletion.




• Support access permissions and security group administration.




• Ensure devices are maintained and updated in accordance with company security policies and procedures.

Technical Operations

• Perform routine system and infrastructure health checks and approved firmware updates.




• Support root cause analysis and problem-resolution activities.




• Assist with implementation of permanent fixes for recurring or complex technical issues.




• Support approved infrastructure and system changes in accordance with change-management procedures.




• Collaborate with L3 engineers, vendors and relevant technical teams to resolve complex incidents.




• Maintain accurate technical documentation, operating procedures and knowledge-base articles.

Required Skills & Experience

• 5–10 years of relevant experience in onsite field services, desktop support, infrastructure support or a similar IT support role.




• Strong hands-on experience providing Level 2 (L2) onsite support.




• Experience using ITSM/ticketing platforms for incident and service-request management.




• Hands-on experience troubleshooting desktops, laptops, mobile devices, printers and peripherals.




• Good understanding of networking fundamentals, including switches, ports, LAN, Wi-Fi and network cabling.




• Experience responding to network-monitoring alerts and performing initial incident triage.




• Experience with network or infrastructure monitoring tools such as SolarWinds or equivalent.




• Experience with Microsoft Intune for endpoint and mobile device management.




• Knowledge of workstation patching, vulnerability management and device security compliance.




• Experience with IT hardware and asset lifecycle management.




• Ability to provide onsite hands-and-eyes support to senior technical teams and vendors.




• Good troubleshooting, communication, documentation and stakeholder-management skills.




• Ability to work independently in an onsite operational support environment.

Preferred Skills

• Experience supporting data centre or critical infrastructure environments.




• Exposure to network patching, rack and cabling management.




• Experience collecting logs or packet captures for advanced troubleshooting.




• Familiarity with ITIL processes, change management and problem management.