Site Service Technician II - SGP

One Stop Engineering; Singapore; On-site; SGD 50,000 - 90,000; Full time

Job summary

AbbVie is seeking a Site Services Technician to deliver hands-on IT support on-site. You will manage end-user devices, assist with onboarding/offboarding, support meeting rooms and executive events, and serve as Smart Hands for infrastructure teams when needed.

You will operate within AbbVie’s Site Services and follow ITSM, asset, and change management processes to ensure secure, reliable support while maintaining runbooks and documentation for site operations.

Qualifications

• 5+ years’ experience providing deskside or end-user IT support.
• Strong troubleshooting for Windows devices, peripherals and workplace tech.
• Familiarity with ITSM tools such as ServiceNow.
• Experience with asset tracking, device deployment and lifecycle support.
• Clear communication with users, peers, leadership and vendors.

Responsibilities

• Provide deskside IT support for on-site AbbVie employees, contractors, and partners.
• Maintain local inventory of end-user devices and assets; update asset records.
• Assist onboarding and offboarding; ensure access deprovisioning and asset recovery.
• Support meeting rooms, AV, Teams/Zoom setups for events and executives.
• Act as a Smart Hands for infrastructure teams on-site.
• Maintain site runbooks, knowledge articles, and local documentation.
• Manage incidents and service requests in ServiceNow with proper notes and time entries.
• Collaborate with Service Desk, BTS teams, and vendors; escalate as needed.
• Ensure compliance with security, safety, and site policies; maintain audit-ready documentation.
• Handle higher-complexity incidents and guide junior onsite staff.

Skills

Deskside IT support

Windows troubleshooting

ITSM tools (ServiceNow)

Asset management

Vendor coordination

Documentation & runbooks

Tools

ServiceNow

Job description

Position Summary

The Site Services Technician provides on-site hands-on IT support to AbbVie employees, contractors, and business partners. This role is responsible for delivering high-quality deskside support, managing end-user devices and assets, supporting onboarding and offboarding activities, assisting with meeting room and executive support, and serving as smart hands for infrastructure and other BTS teams when physical intervention is required.

As an insourced AbbVie team member, the Site Services Technician operates within AbbVie’s Site Services organization and follows standardized ITSM, compliance, asset, and change management processes to ensure consistent, secure, and reliable support.

Key Responsibilities

End-User Device Support

• Troubleshoot and resolve issues with Windows laptops and desktops, monitors, docking stations, mobile devices, printers, scanners, headsets, and other standard peripherals.
• Provide best-effort support for Mac devices, where applicable.
• Perform hardware repairs, replacements, or coordinate warranty/service vendor support as needed.
• Reimage, upgrade, configure, retire, and dispose of devices in accordance with company procedures and e-waste requirements.

Asset and Inventory Management

• Maintain local inventory of end-user devices, loaners, spare equipment, and consumables.
• Update asset records in ServiceNow or other approved asset systems.
• Conduct inventory audits and reconcile discrepancies.
• Manage device lifecycle activities including deployment, swap, return, and retirement.

Onboarding and Offboarding

• Support first-day setup for new employees and contractors, including hardware, accounts, and access readiness.
• Coordinate retrieval of equipment and ensure proper deprovisioning during employee or contractor exits.
• Follow offboarding checklists to ensure compliance, asset recovery, and timely closure of access requests.

Meeting, Event, and Executive Support

• Provide technical support for conference rooms, town halls, VIP visits, and site events.
• Assist with meeting room AV, collaboration tools, Teams/Zoom setup, and related troubleshooting.
• Escalate advanced AV or telepresence issues to the appropriate support team or vendor.

Smart Hands for Infrastructure Teams

• Act as the onsite physical support resource for Network, Server, Telecom, and other BTS teams.
• Perform approved tasks such as power cycling equipment, swapping components, verifying indicators, or escorting vendors.
• Follow instructions from expert teams and elevate issues beyond onsite scope.

Local IT Administration

• Maintain local runbooks, site knowledge articles, contact lists, and support documentation.
• Help keep IT spaces secure, organized, and compliant with local policy.
• Support local IT projects such as office moves, conference room setup, hardware refreshes, or site expansions.

Ticket and Service Management

• Manage incidents, service requests, tasks, and changes in ServiceNow.
• Maintain accurate notes, updates, resolution details, and time entries.
• Monitor queue health, respond to alerts, and ensure tickets are acted on within expected timeframes.
• Follow IT change management and approval processes for work requiring formal change control.

Collaboration and Escalation

• Work closely with the Service Desk, other BTS support teams, regional leaders, and approved vendors.
• Escalate issues appropriately when problems fall outside scope, access, or expertise.
• Provide clear updates to users and stakeholders throughout issue resolution.
• Partner with the Site Service Leader or regional manager on operational priorities, escalations, and process gaps.

Compliance, Safety, and Security

• Complete all required onboarding, security, and site-specific training before working independently.
• Follow AbbVie security, confidentiality, and data protection requirements.
• Adhere to EHS, GMP, GxP, and site-specific procedures when supporting regulated environments.
• Maintain audit-ready documentation and comply with all local and enterprise policies.

Additional Responsibilities (Level II)

• Handle more complex and escalated incidents independently, including recurring and multi-user issues, and drive them to resolution.
• Act as a point of contact for Site Service Technician I and provide day-to-day guidance and knowledge sharing.
• Lead or coordinate local projects such as office moves, hardware refreshes, and conference room setups.
• Contribute to improving runbooks, knowledge articles, and site support processes.

Success Factors

• Deliver timely, high-quality onsite support.
• Maintain accurate documentation and asset records.
• Protect compliance, safety, and security at all times.
• Communicate clearly and proactively with users and support teams.
• Take ownership of issues from start to finish.
• Contribute to a strong, insourced AbbVie service culture focused on accountability and continuous improvement.

Required Qualifications

• 5+ years’ Experience providing deskside or end-user IT support in a corporate environment.
• Strong troubleshooting skills for Windows devices, peripherals, and standard workplace technologies.
• Familiarity with ITSM tools such as ServiceNow.
• Experience with asset tracking, device deployment, and lifecycle support.
• Ability to communicate effectively with users, peers, leadership, and vendors.
• Strong customer service mindset and professionalism.
• Ability to follow procedures, maintain documentation, and work within compliance requirements.