IT Support Infrastructure Engineer - Permanent

• Provide hands-on Level 2 support by monitoring, troubleshooting, resolving, and improving IT incidents involving end-user devices, servers, cloud services, and applications across the organisation.
• Enhance and optimise existing monitoring and alerting capabilities to improve service availability, customer experience, and incident troubleshooting.
• Identify opportunities to automate repetitive tasks using scripting or collaborate with development teams to implement automation solutions.
• Maximise the use of ITSM platforms by maintaining and improving workflows, automation, and processes to streamline service delivery and improve SLA performance.
• Prioritise, schedule, investigate, and resolve incidents and problems, escalating complex issues to the appropriate technical teams when required.
• Accurately document, track, and maintain records of help desk requests, including troubleshooting steps, decisions, actions taken, outcomes, and final resolutions.
• Perform proactive and preventative maintenance on servers, applications, and IT services.
• Conduct post-resolution follow-ups to ensure incidents are fully resolved and customer requirements are met.
• Provide technical guidance, training, and support to end users and staff on computer systems, applications, and related IT issues.
• Assist with the installation, configuration, testing, maintenance, monitoring, and troubleshooting of end-user devices, network peripherals, networking equipment, servers, and cloud services.
• Maintain accurate IT asset inventories, including workstations, monitors, storage devices, printers, scanners, modems, and other peripheral equipment.
• Design, configure, deploy, and test customised IT environments across various platforms and operating systems.
• Monitor system performance, conduct testing, and provide performance metrics and reports as required.
• Provide Level 1 support during periods of increased workload or reduced team capacity.
• Analyse incident and problem trends, review documented resolutions, and identify opportunities to prevent recurring issues.
• Drive the automation and optimisation of end-to-end IT support processes.
• Collaborate closely with Level 1 and Level 3 support teams and business users to identify recurring issues and implement preventative solutions.
• Develop and improve tools that provide enhanced monitoring, operational insights, faster troubleshooting, and proactive alerts when services operate outside established parameters.
• Identify opportunities to automate ticket management and workflows to improve efficiency and service delivery.
• Promote and support the adoption of ITSM best practices across support teams.
• Research and evaluate hardware and software products to support IT procurement, development, and technology improvement initiatives.
• Assess and recommend appropriate hardware and software solutions based on technical requirements, operational needs, and organisational standards.
• Evaluate mobile and web applications against established assessment criteria and guidelines before deployment to end users.

Requirements:

• Degree in Information Technology or a related field, or a minimum of 5 years of equivalent experience in a similar IT role
• ITIL certification — Highly Preferred
• Advanced knowledge and hands-on experience with Microsoft 365 (O365) services — Essential
• Strong knowledge of Microsoft Azure Cloud services across IaaS and PaaS environments, with experience in Windows Server and Windows 11 — Highly Preferred
• Experience with Microsoft IIS, .NET application support, and application architectures such as client-server environments — Highly Preferred
• Exposure to Microsoft Power Apps
• Scripting experience using PowerShell, Python, Bash, or similar technologies — Highly Preferred
• Knowledge and experience in supporting and diagnosing mobile applications and devices, particularly Apple products — Preferred
• Knowledge of Mobile Device Management (MDM), particularly Microsoft Intune — Preferred
• Strong understanding of IT Service Management (ITSM) tools, processes, and automation platforms such as ServiceDesk, ServiceNow, and ManageEngine — Preferred

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R23111973