Support Engineer

Virtusa; Singapore; On-site; SGD 42,000 - 68,000; Full time

Job summary

Virtusa in Singapore seeks an on-site Level 2 IT support specialist to resolve incidents, service requests and problems for the Field Services group. You will troubleshoot hardware, software, and OS issues across Windows desktops and Apple devices, printers and peripherals, ensuring rapid restoration of services.

You will provide hands-on support for facility infrastructure, coordinate with the central IT Service Desk to meet SLAs and keep customer satisfaction high.

Qualifications

• Education: degree in IT or related field or equivalent work experience.
• 5+ years experience in IT field services or deskside support.
• Certification: CompTIA A+ preferred.
• Understanding of ITIL framework and IT technologies.
• Experience managing infrastructure or customer-facing support.
• Experience working with technology vendors.
• Proficient with Microsoft Office tools (Excel, PowerPoint).
• Excellent verbal, written and presentation skills.
• Ability to handle multiple tasks in a fast-paced environment.

Responsibilities

• Provide on-site Level 2 IT support to end users for incidents, service requests and problem tickets.
• Troubleshoot hardware, software and operating systems; perform endpoint security remediations as needed.
• Support Windows desktops/laptops, Apple devices, Chromebox, printers and scanners.
• Provide hands-on support for facility infrastructure and on-site event support.
• Coordinate with central IT Service Desk to meet SLAs and ensure customer satisfaction.
• Perform equipment setup for Moves/Adds/Changes (MAC).
• Manage PC refresh and hardware asset lifecycle (imaging, configuration, deployment, reclamation).
• Manage IT equipment delivery and asset inventory including peripherals and accessories.
• Conduct weekly inventory audits and submit stock reports.
• Coordinate with vendors for RMAs and hardware/software troubleshooting.

Skills

5+ years experience

ITIL knowledge

IT technologies

Deskside support

Vendor coordination

MS Office (Excel/PowerPoint)

Verbal & written communication

Multitasking

Education

Associate's or Bachelor's degree in IT

Tools

CompTIA A+ certification

ITIL framework

Job description

• Provide on-site Level 2 IT support to end users resolving incidents, service requests, and problem tickets assigned to Field Services assignment group
• Troubleshoot and resolve issues related to system hardware, application software, and operating systems. Perform endpoint security remediations as assigned by Security
• Experience in supporting end user and IT devices, such as Windows desktops & laptops, Apple devices (i.e. MacBooks, iPads, etc.), Chromebox, Printers, Scanners, etc.
• Provide hands and feet support for facility infrastructure (network, systems admin, etc.) and on-site event support (i.e. board meetings)
• Coordinate with the central IT Service Desk to ensure adherence to SLAs and maintain high levels of customer satisfaction
• Perform equipment setup for Moves/Adds/Changes (MAC)
• Manage PC refresh and hardware asset lifecycle processes (imaging, configuration, deployment, reclamation), manage IT equipment delivery and IT asset inventory including computers, peripherals, and accessories
• Conduct weekly inventory audits and submit stock report
• Coordinate with vendors for RMAs and troubleshooting of hardware/software issues

Description - External

Responsibilities

• Provide on-site Level 2 IT support to end users resolving incidents, service requests, and problem tickets assigned to Field Services assignment group
• Troubleshoot and resolve issues related to system hardware, application software, and operating systems. Perform endpoint security remediations as assigned by Security
• Experience in supporting end user and IT devices, such as Windows desktops & laptops, Apple devices (i.e. MacBooks, iPads, etc.), Chromebox, Printers, Scanners, etc.
• Provide hands and feet support for facility infrastructure (network, systems admin, etc.) and on-site event support (i.e. board meetings)
• Coordinate with the central IT Service Desk to ensure adherence to SLAs and maintain high levels of customer satisfaction
• Perform equipment setup for Moves/Adds/Changes (MAC)
• Manage PC refresh and hardware asset lifecycle processes (imaging, configuration, deployment, reclamation), manage IT equipment delivery and IT asset inventory including computers, peripherals, and accessories
• Conduct weekly inventory audits and submit stock report
• Coordinate with vendors for RMAs and troubleshooting of hardware/software issues

Required Skills

• Education: Associate’s or Bachelor’s degree in IT, Computer Science, or related field and/or equivalent work experience
• 5+ years experience in IT field services or deskside support
• CompTIA A+ certification
• Understanding of ITIL framework
• Understanding of IT technologies
• Experience managing an Infrastructure or customer-facing support (i.e. Desk-side services)
• Experience working with technology vendors
• Proficient in Microsoft Office tools, including Excel and Powerpoint
• Excellent verbal, written and presentation skills
• Ability to handle multiple tasks and assignments
• Proven ability to thrive in a fast paced, dynamic environment.

Nice to Have Skills

• ITIL v4 certification
• Related infrastructure (network, virtualization) certifications