Technical Support Engineer

Getronics; Singapore; On-site; SGD 4,200 - 5,800; Full time

Job summary

Getronics in Singapore is seeking an IT Support Specialist to provide high-touch technical support across desktops, laptops, printers, VPN, and collaboration tools. You will handle Windows 11 and Office 365 issues, act as an L2 escalation point, and manage incidents in ServiceNow while ensuring SLA adherence.

The role requires 2–3 years of enterprise IT support, ITIL/CompTIA or similar certifications are a plus, and a customer-focused, collaborative mindset.

Qualifications

• Diploma/Degree in CS, IT, or engineering or equivalent.
• 2–3 years of enterprise IT support experience.
• Broad IT ops knowledge: desktops, laptops, printers, VPN, Wi‑Fi/LAN, security basics, imaging, remote tools.
• ITIL V4 Foundation/CompTIA A+/Network+/ CCNA/Cloud/AI certifications desirable.
• Provide high-touch technical support via phone, chat, ticketing and in-person channels.
• L2 escalation point for Service Desk analysts; manage incidents in ServiceNow.

Responsibilities

• Provide high-touch technical support via phone, chat, ticketing, and in-person channels.
• Troubleshoot Windows 11 and Office 365 (Outlook/OneDrive) issues.
• Serve as L2 escalation point for Service Desk; escalate to vendors for hardware warranty claims.
• Maintain incident and request records in ServiceNow per SLA.
• Assist in onboarding/offboarding IT assets; support in teaching spaces with collaboration tools.

Skills

IT support

Customer service

Windows 11

Office 365

ServiceNow

L2 escalation

Remote support

Vendor escalation

Hardware lifecycle

Cross-cultural comms

Education

Diploma/Degree in Computer Science/IT/Engineering or equivalent

Tools

Zoom

MS Teams

Barco

Neat Bar

Crestron

VPN

Wi‑Fi/LAN

ServiceNow

Job description

• 
  Education: Diploma/Degree in Computer Science, Information Technology, Computer Engineering, or equivalen
• t.Experience: min 2-3 years of practical experience in enterprise-level IT support, demonstrating increasing levels of responsibilit
• y.Technical Breadth: Proficiency in general IT operations, including desktops/laptops, mobile devices, networked printers, VPN, Wi-Fi & LAN, basic security protocols, endpoint imaging, and remote support tool
• s.Attitude: Self-motivated, possess a "can-do" attitude, and a strong customer support orientatio
• n.Desired IT Industry Certifications: ITIL V4 Foundation/CompTIA A+/Network+/ CCNA/ Cloud / AI Technologie
• s.Provide high-touch technical support via phone, chat, ticketing, and in-person channel
• s.Expert-level troubleshooting for Windows 11 & Microsoft Office 365 (specifically Outlook and OneDrive
• ).Serve as an L2 technical escalation point for Service Desk analyst
• s.Accurate incident and request management within ServiceNow ensuring strict adherence to SLA
• s.Escalate to vendors for support when trying to claim hardware warranty to resolve issues as quickly as possibl
• e.In-depth familiarity with PC components (CPU, Motherboard, RAM, Graphics, etc
• ).Hardware lifecycle management: PC refreshes, maintenance, installs, upgrades, and peripheral troubleshootin
• g.Level 1 support for IP phones, multi-function printers, and video conferencing suite
• s.Provide business simulations and Virtual Reality (VR) support used in various course
• s.Provide technical support in teaching spaces utilizing various software and hardware collaboration platforms like Zoom, MS Teams, Barco, Neat Bar, Crestron, and similar tool
• s.Assist in onboarding new staff by preparing and deploying IT asset
• s.Assist in offboarding leavers by collecting IT assets and preparing them for refurbishing or retirin
• g.Deliver white-glove support to Executive and VIP/VVIP stakeholder
• s.Attending and participating in regular scheduled team meetings, development trainings and workshops as neede
• d.MAC OS / IOS devices support experience is desired but not mandator
• y.Work with other members of the Digital Team, customers, and stakeholders in a professional and timely manne
• r.Operational Flexibility: As our environment is centered on a dynamic school schedule, you must demonstrate a willingness and ability to provide support during occasional weekends, and Public Holidays based on operational demand
• s.Continuous Learning: A genuine passion for emerging technologies and a commitment to ongoing personal growt
• h.Communication: Exceptional ability to translate complex technical concepts for non-technical business users and thrives in a multi-culture environmen
• t.Customer-Centricity: A dedicated approach to delivering a high-quality, positive user experienc
• e.Prioritization: Adept at managing competing responsibilities through effective prioritization in a high velocity and fast-paced environmen
• t.Collaboration: A natural inclination to work effectively within a diverse, high-performance tea
• m.An exciting and unique opportunity awaits the successful candidat