Operation Mgmt Officer

Lenovo; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Lenovo is seeking a Desktop Engineer to deliver Level 2 IT support across end-user hardware and software in Singapore. The role focuses on troubleshooting, incident resolution, and maintaining endpoints to meet SLAs.

You will configure and image Windows and macOS devices, support Microsoft 365 apps, and manage onboarding, inventory, and documentation. A 3–5 year background in endpoint support is preferred. This position is based on-site in Singapore.

Qualifications

• Diploma or Bachelor's degree in IT or related discipline.
• 3–5 years of endpoint support, desktop engineering and IT project handling.
• Hands-on experience with Windows, macOS, AD, Intune, Microsoft 365, endpoint management, email, printing, imaging and upgrades, endpoint hardening, antivirus, LAN and VPN.

Responsibilities

• Provide L2 desktop support and troubleshoot hardware and software issues.
• Install, configure, image, upgrade and maintain Windows and macOS devices.
• Provide technical support for Microsoft 365 apps such as Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint.
• Diagnose and resolve incidents and service requests through on-site and remote support.
• Create and customize baseline Windows OS images to meet org requirements.
• Manage user and device onboarding/offboarding and technology refreshes.
• Maintain hardware/software and asset inventory records, including annual checks.
• Create/update incident records in ServiceNow and ensure SLA compliance.
• Monitor support queues, prioritise tickets and ensure timely resolution.
• Respond to escalations and implement corrective actions.
• Investigate recurring issues and identify root causes; recommend preventive measures.
• Develop and maintain SOPs, documentation and support guidelines.
• Manage multiple tasks and report progress to Team Lead.

Skills

Troubleshooting

Analytical thinking

Prioritization

Communication

Education

Diploma or Bachelor's degree in IT/related

Tools

Windows OS

macOS

Active Directory

Microsoft Intune

Microsoft 365

ServiceNow

CMDB

IT asset management

Endpoint management

VPN

LAN

System imaging

Job description

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Role Summary

The Desktop Engineer is responsible for providing Level 2 (L2) IT support and managing end-user hardware and software across the organisation. The role focuses on troubleshooting technical issues, maintaining endpoint devices, ensuring timely incident resolution, and delivering quality support in accordance with established service level agreements (SLAs).

Key Responsibilities

• Provide L2 desktop support and troubleshoot hardware and software issues involving laptops, desktops, tablets, mobile devices, printers and VPN connectivity.
• Install, configure, image, upgrade and maintain Windows and macOS devices, including hardware refreshes, software deployment, backups and troubleshooting.
• Provide technical support for Microsoft 365 applications and services, including Outlook, MS Teams, OneDrive, SharePoint, Word, Excel and PowerPoint.
• Diagnose and resolve end-user incidents, service requests and technical problems through on-site and remote support.
• Create and customise baseline Windows operating system images to meet organisational requirements.
• Manage user and device onboarding and offboarding, technology refreshes, operating system patching and upgrades.
• Maintain accurate hardware, software and asset inventory records, including conducting annual physical inventory checks.
• Create and update incident and service request records in ServiceNow, ensuring accurate documentation, timely customer updates and SLA compliance.
• Monitor desktop support queues and walk-in requests, prioritise tickets and ensure timely resolution in accordance with established service standards.
• Respond promptly to customer escalations and implement appropriate corrective actions.
• Investigate recurring issues, identify root causes and recommend preventive measures.
• Develop and maintain standard operating procedures (SOPs), technical documentation and support guidelines.
• Manage multiple operational tasks effectively and provide regular progress updates to the Team Lead.
• Perform other duties and assignments as required.

Qualifications And Requirements

• Diploma or bachelor's degree in Information Technology, Computer Science or a related discipline.
• 3–5 years of experience in endpoint support, desktop engineering and IT project handling.
• Hands‑on technical experience with Windows, macOS, Active Directory (AD), Microsoft Intune, Microsoft 365, endpoint management, email, printing, system imaging, software installation and upgrades, endpoint hardening, antivirus, LAN and VPN.
• Familiarity with ServiceNow, Configuration Management Database (CMDB) and IT asset management.
• ITIL certification and relevant Microsoft certifications are advantageous.
• Strong troubleshooting, analytical and problem‑solving skills, with the ability to manage multiple priorities in a fast‑paced environment.
• Ability to work independently with minimal supervision and collaborate effectively within a team.
• Good written and verbal communication skills, with strong documentation and customer service capabilities.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.