ICT Operations Support Engineer - #1626

Key Responsibilities

ICT Operations & Service Request Management

• Raise, track, and manage ICT service requests, incidents, and operational support activities.

• Coordinate with internal stakeholders, managed service providers, and vendors to fulfil requests within agreed SLAs.

• Review and validate service request submissions, approvals, and fulfilment evidence.

• Monitor request backlog, follow up on outstanding requests, and escalate service delivery issues where necessary.

• Maintain accurate records and audit trails for operational activities.

IT Administration & User Support

• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.

• Support user onboarding, offboarding, and access management processes.

• Manage user accounts, shared mailboxes, distribution lists, licences, and security groups.

• Coordinate endpoint provisioning, software installation, and workplace technology support.

Vendor & Service Delivery Management

• Act as the liaison between the organisation and ICT service providers.

• Monitor vendor performance against agreed SLAs and KPIs.

• Review service reports and validate completed work before acceptance.

• Participate in operational and service review meetings.

Governance, Security & Compliance

• Support ICT governance, audit, risk management, and cybersecurity activities.

• Conduct periodic access reviews and support compliance exercises.

• Ensure ICT processes and documentation remain current and audit-ready.

Asset & Operations Support

• Maintain ICT asset inventory and software licence records.

• Support asset verification, refresh, replacement, and disposal activities.

• Assist in incident management, problem management, and operational reporting.

Requirements

Qualifications

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.

Experience

• Minimum 2 years of experience in IT operations, IT administration, service management, or infrastructure support.

• Experience supporting Microsoft 365 and workplace technologies.

• Experience working with vendors and managed service providers.

• Familiarity with IT service management processes and tools.

Preferred Experience

• Experience working within the Singapore Government ICT environment.

• Familiarity with WOG ICT processes, governance, and support models.

• Experience using government ICT support portals such as ITSM Portal, SGMail Administration Portal, and EUSS Portal.

• Experience supporting user provisioning, access management, email administration, and workplace technology services.

Key Competencies

• IT Administration

• Service Request Management

• Vendor Coordination

• Customer Service Excellence

• Stakeholder Management

• Problem Solving and Analytical Skills

• Attention to Detail

• Operational Governance and Compliance

• Communication & Interpersonal Skills