Senior IT Support Engineer

bitloop technologies pte. ltd.; Singapore; Hybrid; SGD 50,000 - 67,000; Full time

Job summary

BitLoop Technologies Pte. Ltd. is building a new managed IT services practice in Singapore.

The first months focus on establishing SOPs, standard IT plans, service tiers and pricing while supporting the initial client engagements. This role offers a path to lead the practice and grow a team as the business expands. You will build the service foundations, participate in client engagements, and contribute to future growth including hiring, onboarding and mentoring a team of engineers.

Qualifications

• Minimum 5 years in IT support roles in MSP or similar.
• Hands-on admin of Microsoft 365 and Google Workspace.
• Experience with endpoint security, RMM/PSA, and backup tools.
• Solid Windows and macOS skills with business networking knowledge.
• Able to travel to client sites in Singapore.
• Fluent English, professional client communication.

Responsibilities

• Run the helpdesk by phone, email and remote sessions.
• Administer M365 and Google Workspace tenants.
• Deploy and manage endpoint security, RMM/PSA, backup platforms.
• Perform on-site visits and hardware setup/deliveries.
• Prepare specifications, BOMs and quotations with vendors.
• Write SOPs and design managed IT plans and pricing.
• Hire, onboard and manage a future team of support engineers.

Skills

Microsoft 365

Google Workspace

Endpoint security

RMM/PSA

Backup tools

Windows/macOS

Networking

Client communication

Tools

Bitdefender

Microsoft Defender

Sophos

NinjaOne

Atera

AnyDesk

Acronis

Veeam

Job description

About BitLoop

BitLoop Technologies is a Singapore IT company building a managed IT services practice for SMEs. We are a Microsoft Cloud Solution Provider, Google Cloud Partner and Bitdefender partner, with distributor accounts in place.

This is the first technical hire for our new managed IT practice. The business is at an early stage and we are preparing to onboard our first managed services clients. The first months will focus on building the service foundations (SOPs, standard IT plans, service tiers and pricing) and supporting our first client engagements. As the business grows, we expect this role to grow into the Lead for Managed IT Services, hiring and managing a team of support engineers. We are looking for a long-term hire who wants to take on that responsibility.

Responsibilities

IT support and operations

• Run the helpdesk: first and second-line support by phone, email and remote session
• Administer Microsoft 365 and Google Workspace tenants: users, licensing, mail flow, security and device policies
• Deploy and manage endpoint security, remote monitoring, backup and other management platforms across client environments
• Carry out scheduled and ad-hoc on-site visits to client offices, including hardware setup, configuration and deliveries (laptops, desktops, printers, network equipment)
• Keep client documentation, asset records and tickets accurate and up to date

Scoping, specifications and quotations

• Assess client environments and requirements, on site and remotely
• Scope projects and recommend suitable hardware, software and licensing
• Prepare technical specifications, bills of materials and quotations, working with our distributors and vendors
• Join client meetings with our business development team to provide technical input on proposals

Building the practice

• Write and maintain SOPs for helpdesk, user onboarding and offboarding, patching, backup and security incident handling
• Help design our standard managed IT plans, service tiers and pricing
• Set up and evaluate internal tooling such as ticketing, remote monitoring and client documentation
• As the business grows, hire, onboard, train and manage a team of support engineers

Requirements

• Minimum 5 years in IT support roles, including substantial experience at an IT support company or managed service provider serving multiple business clients
• Hands-on administration of Microsoft 365 and Google Workspace
• Experience with endpoint security, RMM/PSA and backup platforms (for example Bitdefender, Microsoft Defender, Sophos, NinjaOne, Atera, Anydesk, Acronis, Veeam or similar). Experience with specific products matters less than the ability to pick up new platforms quickly
• Solid hardware, Windows and macOS skills, and working knowledge of business networking (firewalls, switches, Wi-Fi, VPN)
• Experience scoping client requirements and preparing technical specifications and quotations
• Professional, confident manner with clients, and clear written and spoken English
• Flexible, curious and quick to learn new technology products and software
• Keen to grow into a team lead and management role as the business grows
• Able to travel regularly to client sites across Singapore

Good to have

• Relevant certifications (e.g. Microsoft 365, Google Workspace Administrator, CompTIA, ITIL)
• Experience writing SOPs or designing IT service plans
• Experience with IT procurement and distributor portals
• Interest in bringing in new business. This is not a sales role, but we pay commission on new contracts you bring into the company

Terms

• Full-time, permanent position with 3-month probation (extendable)
• Hybrid: remote work plus a minimum of 1 day per week at our Cecil Street office, plus scheduled and ad-hoc client visits and deliveries. Expect frequent client site visits once the business is up and running. This is not a remote-only support role
• Our remote work policy is subject to change, and this role may move to fully in-person work in the future
• Monday to Friday, 9:00am to 6:00pm. Occasional ad-hoc weekend work as required, paid as overtime
• Salary S$4,500 to S$6,000 per month plus CPF, depending on experience, plus commission on new contracts you bring in
• This is a full-time commitment. Concurrent employment or outside IT work is not permitted

Eligibility and how to apply

• This role is open to Singapore Citizens and Permanent Residents only. We do not sponsor work passes
• Applications from foreign candidates and foreign IT companies will not be considered