IT Support Engineer (Level 2)

Responsibilities

• Provide Level 2 technical support, troubleshooting and resolution for incidents involving end-user devices, servers, cloud services and applications.
• Monitor IT systems and services and leverage monitoring and alerting tools to identify and resolve issues proactively.
• Perform root cause analysis and implement improvements to prevent recurring incidents.
• Introduce automation for common support tasks using scripting or by collaborating with development teams.
• Optimise IT Service Management (ITSM) workflows and automation to improve support processes and service levels.
• Prioritise, schedule and escalate technical issues to the appropriate support teams when required.
• Document troubleshooting steps, resolutions and actions taken throughout the incident lifecycle.
• Perform preventative maintenance for servers and IT services.
• Conduct post-resolution follow-ups with users and stakeholders.
• Provide technical guidance, training and support to end users.
• Install, configure, test, maintain and troubleshoot workstation hardware, network peripherals, networking equipment, servers and cloud services.
• Maintain IT asset information and inventory, including computers, monitors, printers, scanners and other peripherals.
• Configure and test customised solutions across different platforms and operating systems.
• Monitor system performance and provide relevant performance statistics.
• Provide Level 1 support when required during periods of high workload or reduced team capacity.
• Analyse support trends and documented resolutions to identify opportunities for continuous improvement.
• Work closely with Level 1 and Level 3 support teams and business users to improve monitoring, troubleshooting, ticket handling and overall support processes.
• Research and evaluate hardware and software products to support procurement and technology initiatives.
• Assess mobile and web applications before deployment to end users.

Requirements

• Degree in Information Technology or a related field, with 5 years of equivalent experience in a similar role.
• Strong hands-on experience in Microsoft Office 365 (O365) services.
• Good knowledge of Microsoft Azure Cloud, including IaaS and PaaS services.
• Good knowledge of Windows Server and Windows11.
• Experience with Microsoft IIS, .NET application support and client-server application architecture will be highly preferred.
• Exposure to Microsoft Power Apps.
• Scripting experience in PowerShell, Python or Bash is highly preferred.
• Good knowledge of mobile application support and diagnostics, particularly Apple products.
• Knowledge of Mobile Device Management (MDM),especially Microsoft Intune.
• Good understanding of ITSM tools and automation, such as ServiceNow, ServiceDesk or ManageEngine.
• ITIL certification is highly preferred.
• Strong troubleshooting, analytical and problem-solving skills.
• Good communication and stakeholder management skills.
• Ability to work collaboratively with technical teams, business users and external partners.

Additional Requirement

• Willingness to participate in a rotating after-hours/on-call support roster is required.
• Rostered after-hours support will generally not occur more frequently than once every three weeks, subject to operational requirements.
• Applicable on-call remuneration and a work mobile phone will be provided in accordance with company policies and employment conditions.

To apply, please visit www.gmprecruit.com and search for Job Reference: 8X589XRV

To learn more about this opportunity, please contact Yingying at [email protected]

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239