IT Help Desk Technician

About AvePoint

AvePoint is a worldwide data management and governance company that supports more than 21,000 customers in improving digital workplaces across Microsoft, Google, Salesforce, and other collaboration ecosystems. Its partner network spans over 3,500 managed service providers, value-added resellers, and systems integrators, and its solutions are available through more than 100 cloud marketplaces.

The company emphasizes investing in its people through a culture built on agility, enthusiasm, and collaboration. The environment is designed to help employees grow their careers, make meaningful contributions, and take ownership of their development.

Role Overview

The organization is looking for an IT Help Desk Technician who can deliver quick, reliable support for computer systems. This person should combine strong technical knowledge with the ability to communicate clearly, understand user issues, and explain fixes in a patient, customer-focused manner.

Key Responsibilities

• Act as the initial contact point for users requesting technical help by phone or email.
• Support new employees during their early days by providing first-line assistance.
• Respond to IT problems quickly to keep disruption to a minimum.
• Use remote diagnostics and well-structured questioning to identify the root cause of issues.
• Select the most suitable fix based on the problem description and available details.
• Work with the IT support team to escalate complex cases and monitor their resolution.
• Keep users informed with timely follow-ups and status updates.
• Own the IT onboarding workflow for new hires.
• Coordinate with HR and department leads to arrange onboarding sessions.
• Make sure new team members receive required hardware, software, and access before their joining date.
• Run initial IT orientation sessions covering the company’s technology environment, policies, and procedures.
• Look for ways to improve onboarding and training processes and help implement enhancements.
• Collect feedback from employees and stakeholders to keep refining the onboarding experience.
• Maintain current documentation for onboarding procedures and training resources.
• Ensure adherence to IT policies, security controls, and applicable regulations.
• Provide administrative support for procuring IT equipment and services.
• Manage IT assets by tracking receipt, recording, software licensing, deployment status, and assigned desktops, laptops, and accessories.
• Monitor purchased software licenses and actual usage.
• Deliver onboarding briefings for new employees on approved software and how to use it.
• Assist with rollout of new software and hardware updates.

Requirements

• Prior experience working as a help desk technician or in a customer support position.
• Comfort using office automation tools, databases, and remote access/control solutions.
• Solid understanding of computers, mobile devices, and related technology products.
• Ability to troubleshoot and resolve basic technical problems.
• Strong command of English.
• Clear and effective communication skills.
• A calm, customer-first attitude when handling difficult situations.
• Strong analytical thinking and problem-solving ability.
• Capability to handle several tasks at once and prioritize work in a busy environment.
• Experience working collaboratively in a team setting.
• Hands-on experience managing and troubleshooting Entra ID (Azure Active Directory) environments.
• Knowledge of identity-management security practices and compliance requirements.
• Awareness of Singapore data protection requirements, including PDPA, and other relevant IT compliance obligations.
• Nice-to-have qualifications include extra IT or customer service certifications, familiarity with multiple operating systems and platforms, Microsoft certifications such as Azure or Entra ID, knowledge of ITIL service management practices, and basic cybersecurity understanding.

Additional Information

All personal information submitted during the hiring process will be handled in line with applicable data protection laws and the company’s Privacy Notice.

The company also highlights its commitment to diversity and inclusion, with a workplace that aims to welcome people from different backgrounds, experiences, and identities. It seeks to build an environment where employees can be themselves and feel a genuine sense of belonging.