Infrastructure Level 2 Helpdesk – Support Engineer

Location: Singapore
Position: Infrastructure Level 2 Helpdesk – Support Engineer

Job Summary

We are looking for an experienced Infrastructure Level 2 Helpdesk – Support Engineer to provide end-user IT operations, infrastructure support and technical troubleshooting within an enterprise environment.

The successful candidate will provide Level 2 technical support, manage end-user devices and Microsoft technologies, support IT security and vulnerability remediation activities, and contribute to infrastructure and helpdesk improvement initiatives.

The role will also support the organisation's Microsoft M365 ecosystem, Intune, SharePoint and Copilot, while providing dedicated technical support to VIP users.

Key Responsibilities

• Provide Level 2 end-user IT operations and technical support, troubleshooting hardware, software, operating system, network and application-related issues.

• Manage and resolve escalated helpdesk incidents and service requests within agreed service levels.

• Support IT security and vulnerability patch management across end-user IT devices.

• Monitor and analyse helpdesk tickets and Microsoft Intune metrics to identify recurring technical issues, trends and improvement opportunities.

• Support Microsoft Intune for end-user device management, compliance, configuration and troubleshooting.

• Provide administration and user support across the Microsoft M365 ecosystem, including Microsoft Copilot.

• Manage SharePoint-related requests, troubleshooting and enhancement activities.

• Support initiatives to enhance AI-enabled helpdesk capabilities, including workflow improvements and automation of routine IT support activities.

• Review and enhance IT SOPs and technical documentation to improve operational efficiency and the end-user experience.

• Support ongoing IT infrastructure improvement initiatives, including server-room and office-network environments.

• Troubleshoot connectivity and infrastructure-related issues and coordinate with relevant internal or external technical teams where required.

• Provide dedicated and responsive VIP user support, ensuring high service quality and timely resolution of technical issues.

• Identify recurring incidents and recommend preventive or permanent solutions to improve IT service reliability.

• Participate in continuous improvement initiatives across IT operations, infrastructure and end-user support.

Requirements

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

• Relevant experience in Level 2 Helpdesk, Desktop Support, End-User Computing (EUC), IT Support or Infrastructure Support.

• Hands-on experience supporting Windows-based end-user environments.

• Experience with Microsoft Intune, including device management, monitoring and troubleshooting.

• Good working knowledge of the Microsoft M365 ecosystem, including applications and user support.

• Experience supporting or administering Microsoft SharePoint.

• Understanding of IT security, vulnerability remediation and endpoint patch management.

• Good troubleshooting skills across hardware, software, applications, devices and basic network/infrastructure issues.

• Experience analysing helpdesk incidents or ticket trends and identifying recurring problems.

• Experience creating or maintaining SOPs, knowledge-base articles and technical documentation.

• Comfortable providing VIP / executive-level user support with a strong customer-service mindset.

• Good communication, stakeholder-management and problem-solving skills.

• Ability to work independently and manage multiple support requests and operational priorities.
  

  Registration No.: R25156061

  EA No.: 11C3373