IT Support Engineer (Level 2)
4000 - 4500 SGDFull-time
GMP Recruitment Services
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 and search for Job Reference: 8X589XRV
To learn more about this opportunity, please contact Yingying at View email address on mycareersfuture.gov.sg
We regret that only shortlisted candidates will be notified.
GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239
Vacancy posted 23 days ago
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