Technical Support Executive

cw; Singapore; On-site; SGD 40,000 - 58,000; Full time

Job summary

Cushman & Wakefield is seeking a Technical Support Executive to deliver end-user IT services across Singapore and Southeast Asia. You will handle hardware, software, and networking issues, while ensuring high service quality and SLA compliance.

The role requires 3+ years of corporate IT experience, strong customer service skills, and the ability to drive technology adoption across a dynamic environment. Onsite and remote support are involved.

Qualifications

• At least 3 years of corporate IT support experience.
• Strong customer service and communication skills.
• Ability to troubleshoot a broad range of workplace technologies.

Responsibilities

• Provide end-user and workplace technology support including hardware, software, and network issues.
• Act as second-level escalation point and manage incidents with SLA targets.
• Assist with asset lifecycle, procurement, and vendor coordination.

Skills

Windows OS

Microsoft 365 administration

Microsoft Teams

VoIP support

Remote support

Customer service

Tools

ServiceNow

Active Directory

Intune

Azure

Networking tools

Job description

Job Title

Technical Support Executive

Job Description Summary

Executive Summary:
The Site Services Technician (Technical Support Executive) is a customer-facing IT support professional responsible for delivering end-user technology services, workplace technology support, and operational IT assistance across Singapore and Southeast Asia. Reporting to the Territory Manager, the role serves as a critical second-line support function, ensuring employees can effectively utilize technology while maintaining high service quality and SLA compliance.
Role Purpose :
The primary objective of the role is to resolve incidents escalated from first-line support, provide hands-on technical assistance, drive technology adoption, and support IT operations within the assigned market. The position combines technical troubleshooting, asset management, user enablement, and project support responsibilities.

Key Responsibilities

• 1. End-User and Workplace Technology Support
  Provide hardware, software, network, mobile device, and Microsoft Teams support.
  Deliver PC break-fix services, conference room and audiovisual support, onboarding and offboarding services, and white-glove support for executives.
  Support both onsite and remote users while ensuring minimal business disruption.
• 2. Incident, Request, and Service Management
  Act as the second-level escalation point from the Service Desk.
  Manage incidents and requests through ServiceNow or equivalent platforms.
  Maintain accurate documentation, meet SLA targets, and coordinate escalations to specialist teams when required.
• 3. Asset and Vendor Management
  Support procurement activities, asset lifecycle management, inventory tracking, and local vendor coordination.
  Assist users with acquiring and supporting IT equipment, telecommunications services, and mobile devices.
• 4. Technology Enablement and Adoption
  Conduct user training sessions and technology awareness programs.
  Promote adoption of new technology solutions and educate users on best practices to reduce recurring support issues.
• 5. Project and Infrastructure Support
  Participate in office moves, infrastructure refreshes, software deployments, technology rollouts, and testing activities.
  Provide Smart Hands support by working closely with engineering teams, vendors, and subject matter experts to implement technical solutions.

Ideal Candidate Profile

The ideal candidate is a technically proficient IT support professional with at least 3 years of corporate IT experience, strong customer service skills, and the ability to troubleshoot a broad range of workplace technologies. Success in the role requires balancing technical expertise with excellent communication, stakeholder engagement, and service delivery capabilities.

Key technical competencies

• Windows OS and Microsoft 365 administration.
• Microsoft Teams and VoIP support.
• Active Directory, Intune, and Azure fundamentals.
• Enterprise ticketing platforms such as ServiceNow.
• Remote support tools, networking basics, and endpoint support.

Executive Assessment

This role is best characterized as a Field and End-User Technology Support position that focuses on operational excellence, user experience, and workplace technology reliability. Compared with more senior IT operations roles, the Site Services Technician is highly execution-oriented, with approximately:
70-80% Technical Support & Incident Resolution
10-15% Asset, Vendor & Procurement Support
10-15% Technology Adoption, Training & Project Support

See attached Job Description in the Word Document format

INCO: “Cushman & Wakefield”