Senior IT Support Engineer - VIP End-User Support

MANTU INTERNATIONAL PTE LTD; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

MANTU INTERNATIONAL PTE LTD is seeking a highly motivated Senior IT Support Engineer to deliver Level 2 end-user support and ensure smooth workplace IT services. You will handle escalations, troubleshoot hardware, software, and network issues, and provide exceptional VIP user support.

You will collaborate with Service Desk, infrastructure teams, vendors and business stakeholders to maintain quality service and user satisfaction in a fast-paced environment.

Qualifications

• Bachelor’s degree in IT, CS, Eng or equivalent practical experience.
• Minimum 7 years of IT Support/Deskop/Service Desk experience.
• Proven VIP/Executive support experience in a corporate environment.
• Strong Windows desktop/laptop, hardware troubleshooting, software install and peripherals knowledge.
• Experience with ticketing systems and incident management processes.
• Knowledge of IT service management principles and customer support best practices.
• Willingness to work flexible hours when required.
• Fluent English in written and spoken form.
• Strong interpersonal and customer-service mindset.
• Team player, proactive and dedicated to end-user satisfaction.

Responsibilities

• Provide Level 2 technical support for end users within agreed service levels.
• Manage and update tickets throughout the incident lifecycle for timely resolution.
• Escalate unresolved incidents to appropriate support teams within defined timelines.
• Deliver high-quality support to VIP users with prompt response and resolution of issues.
• Coordinate with clients, internal IT teams and vendors to resolve problems and deliver service.
• Perform PC staging, deployment, configuration and installation for new and existing users.
• Execute IMAC requests for workplace IT equipment and services.
• Troubleshoot and support desktops, laptops, peripherals and related devices.
• Coordinate hardware repair and replacement with Service Desk teams and external vendors.
• Provide support for conference rooms, meetings and events.
• Support backup-related issues and local network needs; liaise with centralized network teams.
• Assist server/infrastructure during maintenance and local support requirements.
• Contribute to continuous improvement initiatives to enhance service quality.

Skills

Level 2 support

VIP/Executive support

Windows support

Ticketing systems

Network troubleshooting

Education

Bachelor's degree or equivalent

Tools

Ticketing systems

Job description

MANTU INTERNATIONAL PTE LTD is seeking a highly motivated Senior IT Support Engineer to deliver Level 2 end-user support and ensure smooth workplace IT services. You will handle escalations, troubleshoot hardware, software, and network issues, and provide exceptional VIP user support.

You will collaborate with Service Desk, infrastructure teams, vendors and business stakeholders to maintain quality service and user satisfaction in a fast-paced environment.