Job description
We’re looking for a capable and well-rounded IT Support Analyst to join our team in Singapore. In this role, you’ll be responsible for delivering exceptional customer service and providing both remote and on-site technical support to ensure smooth day-to-day operations for our client. You’ll troubleshoot and resolve complex issues, support IT infrastructure, and maintain strong working relationships with both internal stakeholders and external vendors.
Key Responsibilities
- Serve as the first point of contact for technical support via phone, email, or chat
- Diagnose and resolve hardware, software, and network issues, escalating complex cases when necessary
- Provide in-depth support for Microsoft Windows and Office 365 environments
- Perform software installations, updates, and account configurations
- Log, track, and resolve issues through a helpdesk ticketing system (e.g., ConnectWise)
- Support and maintain infrastructure, including servers, networks, and connected systems
- Act as an escalation point for junior IT Support Coordinators and Technicians
- Collaborate with third-party vendors, suppliers, and service providers to resolve issues
- Maintain detailed documentation for incidents, service requests, and resolutions
- Monitor ticket queues and ensure compliance with SLAs
- Uphold confidentiality standards and protect company/client data
- Stay current with emerging technologies and invest in your ongoing professional development
Essential Skills and Experience
✅ Must-haves:
- Singapore Citizen
- 3–5 years of IT support experience in Microsoft Windows and Office 365 environments
- Strong verbal and written English communication skills — able to explain technical issues to non-technical users
- Proficient with Microsoft Intune (app deployment, device compliance, enrolment troubleshooting)
- Hands-on experience with troubleshooting hardware, software, and peripheral devices
- Skilled in Active Directory user and group administration, Exchange, and Office 365
- Familiarity with helpdesk ticketing systems and remote support tools
- Excellent problem-solving, multitasking, and organisational skills
- A strong customer-first mindset with a focus on delivering great user experiences
✅ Nice-to-haves:
- Bachelor’s degree in IT, Computer Science, Computer Engineering, or equivalent
- Experience working in or with a Managed Services Provider (MSP)
- Knowledge of server and network systems
- ITIL or similar service management certification
- Cisco or Meraki certification, or relevant hands-on experience
- Familiarity with Zoom and HubSpot configuration and administration
- Exposure to virtualisation technologies (e.g., VMware, Hyper-V)
Job Type
- Hybrid: 3 days in the office and 2 days work-from-home. (Singapore-based only)
- Full-time
- Mid-level to Senior-level
Salary
- Starts at SGD 70,000 to 90,000 per year
