IT Support Engineer (Onsite)

Position Summary

The Singapore Onsite SupportEngineer provides hands-on IT support to end users and supports the reliableoperation of IT equipment across PURE Singapore locations. The role acts as theprimary onsite technical contact for incident resolution, service requests,endpoint deployment, IMAC activities, equipment health checks, and Smart Handssupport. The role requires regular onsite presence and may involve travelbetween Singapore locations and occasional after-hours support for plannedactivities or critical incidents. The engineer works closely with the HK ITteam, service desk, and external vendors to deliver timely, professional, andsecure support services.

Key Responsibilities

End User and Endpoint Support

· Provideonsite first-line and second-line support for laptops, desktops, tablets,external monitors, printers, scanners, docking stations, and relatedperipherals.

· Diagnosehardware faults and perform approved basic remediation or coordinate repair andreplacement where required.

· SupportMicrosoft 365 applications, collaboration tools, and other approved businessapplications.

Incident and Service Request Management

· Manageassigned incidents and service requests through the designated IT servicemanagement platform.

· Troubleshoot,document, resolve, or escalate tickets in accordance with establishedprocedures and service levels.

· Provideclear and timely updates to users and relevant IT stakeholders throughout theticket lifecycle.

· Identifyrecurring issues and contribute information that supports problem managementand root cause analysis.

IMAC Services (Install, Move, Add and Change)

· Assemble,deploy, configure, connect, relocate, upgrade, and remove endpoint equipmentand peripherals.

· Completerequired network connections, patching, basic configuration, and operabilitychecks.

· Installor replace approved internal components such as memory, storage devices,batteries, and power supplies.

· Installapproved software and device drivers locally or under remote guidance.

· Updateasset tags, inventory records, licensing details, and deployment informationafter each activity.

· Preparereplaced or decommissioned equipment for secure storage, collection, return, ordisposal.

Break/Fix and Hardware Support

· Diagnosehardware faults and perform basic remediation.

· Supportdomain disjoin and rejoin activities, trust relationship issues, softwareinstallation, driver updates, and BIOS-related tasks under approved procedures.

· Checkpower, network, and peripheral connections; identify loose or faulty cables;and verify that equipment is operational.

· Coordinatewarranty cases, repair visits, and replacement activities with approvedvendors.

IT Asset and Lifecycle Support

· Provisionand prepare equipment for employee onboarding, transfers, and other approvedbusiness requirements.

· Supportoffboarding activities, including equipment collection, condition checks,inventory updates, and secure handover.

· Maintainaccurate asset movement and stock records for devices, accessories, spareequipment, and consumables.

· Conductscheduled or requested health checks of IT equipment and report exceptionspromptly.

Site Operations and Vendor Coordination

· ProvideSmart Hands support for network, server, telecommunications, and otherinfrastructure equipment under the remote guidance of the HK IT team orauthorized service providers.

· Assistwith office moves, expansions, events, cabling checks, equipment deliveries,and other onsite IT projects.

· Coordinateonsite activities with service providers and vendors, verify completion, andreport issues or deviations.

Documentation, Metrics and Continuous Improvement

· Maintaincomplete and accurate ticket notes, troubleshooting records, asset information,and technical documentation.

· Contributeto knowledge articles, user guides, and standard operating procedures.

· Provideinformation for service reporting, including ticket volumes, resolution times,recurring issues, pending risks, and support trends.

· Suggestpractical improvements to endpoint support processes, user experience,security, and operational efficiency.

Required Qualifications and Experience

· Diplomaor degree in Information Technology, Computer Science, or a related discipline,or equivalent practical experience.

· Atleast two years of experience in onsite IT support, desktop support, servicedesk, or end-user computing.

· Hands-onexperience supporting Windows endpoints, Microsoft 365 applications, printers,peripherals, and standard enterprise hardware.

· Experienceworking with IT service management or ticketing systems and following incident,request, escalation, and change processes.

· Experiencesupporting employee onboarding, offboarding, endpoint deployment, assetmanagement, and vendor coordination.

Technical Knowledge

· Windows11 administration and troubleshooting.

· Microsoft365 applications and collaboration tools.

· ActiveDirectory, Microsoft Entra ID, endpoint management, domain membership, and useraccess concepts.

· Basicnetworking, including TCP/IP, Wi-Fi, Ethernet, switching, wall ports, cabling,and connectivity troubleshooting.

· Endpointhardware diagnostics, component replacement, imaging or provisioning, softwareinstallation, and driver support.

· ITasset management, inventory control, secure equipment handling, and lifecycleprocesses.

Preferred Certifications

· CompTIA A+ or Network+

· Relevant Microsoft endpoint or Microsoft 365certification would be an advantage.