Helpdesk / Support Engineer

Infrastructure Level 2 Helpdesk / Support Engineer

Location:

Singapore

Position:

Infrastructure Level 2 Helpdesk / Support Engineer

Job Description

We are looking for an experienced

L2 IT Support Engineer

to provide end-user support, strengthen endpoint security, and support ongoing IT infrastructure improvements.

Key Responsibilities

Provide

Level 2 technical support

for end-user hardware, software, operating systems, applications and IT-related incidents.

Manage and improve

IT security, vulnerability remediation and patch management

across end-user devices.

Monitor and analyse

helpdesk tickets and Microsoft Intune metrics

to identify recurring incidents, trends and root causes, and recommend improvements.

Support and enhance

AI-enabled helpdesk capabilities , using AI and automation to streamline repetitive IT support activities and improve workflow efficiency.

Escalate complex incidents appropriately and coordinate with internal teams and external vendors through resolution.

Identify opportunities to automate repetitive IT operations and improve overall helpdesk efficiency.

Requirements

Diploma or Degree in

Information Technology, Computer Science, Information Systems, Engineering

or a related discipline.

Relevant experience in

L2 Helpdesk, Desktop Support, End-User Computing, IT Support or Infrastructure Support .

Hands-on experience supporting

Windows end-user environments and Microsoft 365 .

Experience with

Microsoft Intune , including endpoint/device management, monitoring and troubleshooting.

Experience with

IT security, vulnerability management, endpoint patching and security remediation .

Experience supporting or administering

SharePoint .

Good understanding of

IT infrastructure, networking and endpoint environments .

Experience troubleshooting incidents and performing

root-cause analysis

on recurring technical issues.

Strong documentation skills with experience preparing or improving

SOPs and technical/user documentation .

Strong communication and customer-service skills, particularly when supporting

VIP users and senior stakeholders .

Registration No.: R25156061

EA No.: 11C3373