IT Support Engineer (Tier-2)

Role overview

The company is looking for a dependable Tier-2 IT Support Engineer to assist the Singapore office as well as APAC users. This position is centered on delivering prompt, professional technical support while following internal policies and service-level expectations. The work includes hardware troubleshooting, user onboarding and offboarding, ITSM ticket handling, and maintaining workplace IT equipment.

Key responsibilities

• Diagnose and resolve hardware issues involving laptops, docks, monitors, cables, and other peripherals.
• Support and maintain end-user workstations and related office devices.
• Set up, maintain, and replace docking stations, displays, and accessories as needed.
• Handle incoming ITSM tickets with attention to SLA targets and timely closure.
• Track and report daily support activity, including ticket volume, SLA performance, and user feedback.
• Prepare laptops and other devices for new joiners, including account creation and access setup.
• Complete employee offboarding tasks such as device return and removal of system access.
• Provide support for conference room audio-visual systems and meeting room equipment.
• Troubleshoot connectivity and hardware problems in meeting spaces.
• Carry out basic maintenance in network rooms under client direction.
• Assist with elementary connectivity troubleshooting when required.
• Maintain accurate IT asset records, complete stock checks, and reconcile inventory monthly.
• Keep spare laptops and ready-to-deploy devices organized and available.
• Image and prepare laptops for deployment and support device provisioning tools where applicable.
• Follow security, hardening, and compliance practices, including safe handling of personal data.
• Assist with secure media sanitization and approved device disposal processes.
• Take part in Tier-2 support meetings, training, coverage, and backfill activities.
• Contribute ideas and effort toward ongoing service improvements.

Requirements

• Hands-on experience with hardware break/fix work for laptops, peripherals, and docking stations.
• Practical exposure to ITSM or ticketing platforms with consistent SLA follow-through.
• Working knowledge of Microsoft 365 administration and end-user support.
• Experience with Okta, including SSO and identity/access management tasks.
• Ability to support AV and conference room technology.
• Familiarity with onboarding and offboarding workflows.
• Basic networking understanding, especially for support in network rooms under supervision.
• Awareness of IT security controls and compliance expectations.
• Strong spoken and written English communication skills.
• Additional advantage for candidates who have supported APAC or multi-site environments.
• Prior exposure to IT asset and inventory tracking is preferred.
• Experience with imaging or MDM tools such as Intune, Autopilot, or Jamf is a plus.
• Comfort with reporting, documentation, and operational tracking is beneficial.

Work arrangement

This is a hybrid role based in Singapore. Onsite attendance is required from Monday to Wednesday, 09:00 to 18:00 SGT, while Thursday and Friday are remote.

Additional information

The role calls for consistent adherence to company policies, security standards, and service commitments while supporting both local and regional users.