IT Executive (IT Operations & Support)

Ang Mo Kio Town Council (AMKTC) is 1 of the biggest Town Council in Singapore and manages/improves the public residential and commercial properties in 7 divisions; namely Teck Ghee, Cheng San, Ang Mo Kio-Hougang, Seletar-Serangoon, Buangkok-Fernvale South, Kebun Baru SMC and Yio Chu Kang SMC. We aim to make AMKTC an ideal place to live, work and play, and to provide and maintain a safe and conducive living environment for our residents while ensuring the highest level of service and professionalism.

We have recently embarked on a transformation journey to improve our services to our residents and deliver the 4 Greats to all our staff and residents:

1. A Great Place to Serve, where our staff are empowered and enabled to make a positive impact to the lives of our residents we serve and colleagues we support.

2. A Great Place to Learn, where none of us is as good as all of us. We learn and support one another everyday.

3. A Great Place to Have Fun, where work is interesting, challenging and purposeful, and everyday is filled with joy.

4. A Great Place to be the Best, where all of us can realise our fullest potential and achieve great things together!

If the above resonates with your career aspirations and values, please join us to make a difference!

We are seeking an IT Executive (IT Operations & Support) is responsible for the day-to-day delivery of IT support and operational services across the organisation.

The role serves as the primary point of contact for end-user IT support and is responsible for maintaining user accounts, endpoints, IT assets, software, collaboration platforms and operational documentation. The incumbent will provide Level 1 and Level 2 technical support, coordinate with internal IT team members and external vendors, and ensure that IT operational activities are carried out in a timely, secure and controlled manner.

The role works closely with the Senior IT Executive – Network & Infrastructure and IT Executive – Cybersecurity, AI & Automation, with complex infrastructure and cybersecurity matters escalated to the respective technical owners.

Key Responsibilities

1. IT Service Desk & End-User Support

• Provide Level 1 and Level 2 technical support to users for hardware, software, operating system and application-related issues.

• Diagnose and resolve issues involving Windows devices, Microsoft 365 applications, printers, peripherals and other workplace technologies.

• Respond to and manage IT incidents and service requests through the established support process.

• Perform initial troubleshooting for network, Wi-Fi, VPN and connectivity issues before escalating infrastructure-related incidents where required.

• Provide remote and onsite support to users across the organisation's offices and locations.

• Track outstanding incidents and ensure appropriate follow-up through to resolution.

• Maintain user-facing guides, FAQs and standard operating procedures for common IT issues.

2. Endpoint & Device Management

• Prepare, configure, deploy, reimage and maintain desktops, laptops and other corporate IT equipment.

• Perform installation, configuration and troubleshooting of approved software.

• Support endpoint enrolment, configuration and compliance through Microsoft Intune and other endpoint-management platforms.

• Coordinate operating system, application and endpoint patching activities.

• Monitor endpoint compliance and follow up on devices that are outdated, offline or non-compliant.

• Support BitLocker, endpoint protection and other organisation-approved endpoint security controls.

• Coordinate warranty repairs, equipment replacement and disposal of IT assets.

3. Microsoft 365 & User Administration

• Perform routine administration of Microsoft 365 services including Exchange Online, Teams, SharePoint and OneDrive.

• Create, modify and deactivate user accounts in accordance with approved onboarding, transfer and offboarding procedures.

• Administer Microsoft Entra ID users, groups and access assignments within delegated authority.

• Manage distribution lists, shared mailboxes and standard mailbox permissions.

• Assign and maintain software and Microsoft 365 licences.

• Assist users with MFA enrolment, password resets and account-access issues.

• Support SharePoint and OneDrive access and permission-related requests.

• Escalate complex identity, security or tenant-level configuration issues to the appropriate IT team member.

4. Joiner, Mover & Leaver Administration

• Execute IT onboarding and offboarding activities based on approved HR requests.

• Prepare equipment and accounts for new employees before their commencement date.

• Maintain standard user-access checklists and records.

• Recover corporate equipment and remove or modify access during employee departures and transfers.

• Ensure IT assets, licences and access rights are properly reconciled following staff movements.

5. IT Asset & Licence Management

• Maintain an accurate inventory of laptops, desktops, monitors, mobile devices, peripherals and other IT equipment.

• Maintain records of asset assignment, location, warranty status and lifecycle.

• Conduct periodic physical asset verification.

• Maintain software and licence inventories and assist with renewal tracking.

• Coordinate equipment issuance, return, replacement and disposal.

• Maintain supporting documentation for procurement, warranty and asset-management activities.

6. IT Operations

• Perform routine operational checks and support daily IT service availability.

• Assist with monitoring backup, endpoint, system and service status where assigned.

• Support routine patching and maintenance activities.

• Perform basic administration and troubleshooting of corporate telephony and communication systems.

• Coordinate operational activities with IT vendors and service providers.

• Maintain IT operational checklists, system records and technical documentation.

• Support scheduled maintenance, system upgrades and IT deployment exercises where required.

Assist with testing and User Acceptance Testing (UAT) for IT system changes and implementations.

7. IT Procurement & Administration

• Assist the Head of IT with IT procurement and administrative activities.

• Obtain quotations and coordinate with approved vendors for IT equipment, software and services.

• Maintain records of purchase requests, licences, warranties, maintenance agreements and subscriptions.

• Track renewal dates and assist with timely renewal of IT services and licences.

• Maintain organised IT documentation and records for operational, audit and governance purposes.

8. Information Security & Compliance Support

• Follow established IT security policies, standards and procedures.

• Support endpoint-security and security-awareness initiatives.

• Report suspected cybersecurity incidents promptly to the IT Executive – Cybersecurity, AI & Automation and Head of IT.

• Assist with evidence gathering for internal and external audits.

• Support implementation and verification of approved security controls on end-user devices.

• Ensure user access, equipment and IT records are handled in accordance with organisational policies and applicable requirements.

9. Projects & Continuous Improvement

• Participate in IT infrastructure, application, endpoint and digitalisation projects.

• Assist with system deployment, migration, testing and rollout activities.

• Identify recurring support issues and recommend improvements or automation opportunities.

• Work with other IT team members to improve operational processes and user experience.

• Perform other IT-related duties assigned by the Head of IT.

Requirements

Education

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

• Relevant professional certifications will be advantageous.

Experience

• Preferably 2–4 years of hands-on experience in IT support, IT operations, desktop support or systems administration.

• Experience supporting users in a Microsoft Windows and Microsoft 365 environment.

• Practical experience with laptop deployment, troubleshooting and user-account administration.

• Experience with Microsoft Intune, Entra ID, Exchange Online, SharePoint or similar platforms would be advantageous.

• Experience working with external IT vendors and service providers would be advantageous.

Technical Knowledge

The successful candidate should have practical working knowledge of:

• Windows 10 or/and Windows 11

• Microsoft 365

• Microsoft Entra ID

• Exchange Online

• Microsoft Teams

• SharePoint Online and OneDrive

• Microsoft Intune

• Active Directory fundamentals

• Endpoint deployment and troubleshooting

• Basic TCP/IP, DNS, DHCP, LAN and Wi-Fi troubleshooting

• Printers and common office peripherals

• MFA and identity/access fundamentals

• IT asset and software licence management

• Knowledge of PowerShell, Microsoft Defender, 3CX, ITSM/service desk platforms or endpoint deployment technologies would be advantageous.

Competencies

• Strong troubleshooting and analytical skills.

• Service-oriented with good interpersonal and communication skills.

• Able to communicate technical issues clearly to non-technical users.

• Able to work independently and manage multiple support requests.

• Strong attention to detail and documentation.

• Good organisational and follow-up skills.

• Able to prioritise incidents according to operational impact.

• Demonstrates accountability and ownership of assigned issues.

• Willing to learn new technologies and develop broader IT administration skills.

• Able to work effectively with internal stakeholders, vendors and other members of the IT team.

Role Boundaries & Escalation

The IT Executive – IT Operations & Support is the primary owner of end-user IT operations and first-line technical support.

Issues requiring specialised expertise should be escalated appropriately:

Network & Infrastructure Complex LAN/WAN, firewall, routing, switching, SD-WAN, VPN, server and infrastructure issues → Senior IT Executive – Network & Infrastructure

Cybersecurity Security incidents, malware, phishing, vulnerabilities, security investigations and advanced security-control issues → IT Executive – Cybersecurity, AI & Automation

Governance / Major Incidents / Vendors / Projects Major incidents, policy decisions, significant system changes, procurement approvals and strategic matters → Head of IT

The role remains responsible for coordinating and following up on escalated incidents until operational closure.

Key Performance Indicators

Performance may be assessed against:

• Timeliness and quality of incident and service-request resolution.

• User support responsiveness and service quality.

• Accuracy of IT asset and licence records.

• Timely completion of onboarding and offboarding activities.

• Endpoint deployment and patch/compliance status.

• Quality and completeness of IT documentation.

• Reduction in recurring support issues.

• Timely escalation and follow-up of infrastructure and cybersecurity incidents.

• Compliance with IT operational procedures and controls.