Technical End-User Support
Singapore
Listed on 2026-03-06
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IT/Tech
IT Support, Technical Support
Background
As a member of the End User Support / Infrastructure Support team, the End User Support Technician provides high-quality technical support with a strong focus on customer service, technical expertise, and timely resolution. This role involves frequent face-to-face interaction with end users, peers, and managers, primarily delivering deskside support for service requests and on-site issue resolution.
The technician works collaboratively within a team environment to resolve customer issues and support other members of the Site Services department. The role also provides “hands and eyes” support for other IT teams, including Audio Visual, Network, Server, and Print Services.
Key ResponsibilitiesThe End User Support Technician brings a minimum of 5 years of hands-on technical experience delivering end-user and infrastructure support, including but not limited to:
End User SupportProvide customer-facing deskside and on-site support for end users
Deliver break-fix support for laptops, desktops, tablets, and peripheral devices
Provide IMAC support, including large-scale office moves, restacking, and bulk deployment activities
Support operating systems, base image software, Microsoft Office, and other business applications
Support imaging devices (print, scan, copy, fax), including printers and multifunction devices (MFDs)
Resolve access-related issues including smart cards, passwords, security permissions, and application configuration
Support mobility devices (iOS, iPhone, iPad)
Provide VIP and Home-Based Office (HBO) user support
Manage ticket queues using the Remedy ticketing system and ensure resolution within defined SLAs
Provide timely ticket updates and follow-ups to end users
Coordinate with vendors for warranty repairs and hardware replacement
Perform managed print service invoicing, meter reads, polling, and report verification
Provide IT support for on-site and off-site meetings and events, including setup and standby support
Provide on-call support outside business hours on a rotational basis
Support disaster recovery, emergency response, and business continuity activities
Perform basic data center, server room, and IT room “hands and feet” support
Rack, stack, cable, and manage servers, network devices, and related equipment
Support hardware upgrades, swaps, reboots, and lights-on verification
Maintain clean, secure, and operational IT rooms to prevent service disruptions
Perform infrastructure incident resolution, service requests, and change management via the ticketing system
Coordinate with OEM vendors for warranty replacement and RMA processing
Recommend and manage spare inventory levels for critical infrastructure components
Assist with data center logistics including shipping, provisioning, and decommissioning
Support asset and inventory management activities
Act as the local site interface for IT vendors, telecommunications providers, and facility service partners
Participate in SWAT teams, Major Incident response, and Change Review Board (CRB) meetings
Support infrastructure activities related to cybersecurity, disaster recovery drills, and real events
Provide temporary infrastructure support for plants, refineries, colocation sites, and special business activities
Perform security and compliance tasks including access reviews, risk assessments, control verification, facility inspections, and maintenance of audit logs
Support backup media handling and compliance activities
Provide rollout and implementation support for projects, new technology programs, device refreshes, remediation, and retirement activities
Assist with capacity management and infrastructure enhancements
Support communication development for planned and unplanned outages
Bachelor’s degree in Computer Science, Information Technology, or a related field
Strong understanding of client-based operating systems and end-user hardware
Strong experience with ticketing systems and IT service management processes
Solid understanding of Level 1 Helpdesk services with ability to support Level 2/3 escalations
Strong…
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