IT Support Engineer (Tier-2)

Description Company is seeking a dedicated Tier-2 IT Support Engineer to support the Singapore office and APAC users. The role focuses on providing timely, professional IT support in line with company policies and SLAs, including hardware support, onboarding/offboarding, ITSM ticket handling, and workplace IT maintenance. Core Responsibilities: 1. IT Support & Hardware Maintenance Troubleshoot and repair hardware issues (laptops, docks, monitors, peripherals, cables) Maintain and support end-user workstations Manage setup and maintenance of docking stations, screens, and accessories 2. ITSM & Ticket Management Ensure SLA compliance and timely resolution of tickets Maintain daily service reporting (ticket volume, SLA performance, user feedback) 3. Onboarding & Offboarding Prepare and configure laptops for new hires Perform user account setup and access provisioning Manage employee offboarding, including device recovery and access removal 4. AV & Meeting Room Support  Provide support for conference room AV systems Troubleshoot meeting room connectivity and equipment issues 5. Infrastructure & Network Room Support Perform basic network room maintenance under client guidance Assist with connectivity-related troubleshooting (basic level) 6. IT Asset & Inventory Management ● Maintain IT asset inventory and perform regular stocktakes Manage spare laptops and ensure readiness of stock devices Perform monthly inventory reconciliation 7. Device Imaging & Deployment Prepare and image laptops for deployment Support MDM tools and device provisioning (where applicable) 8. Security & Compliance Follow IT security policies and device hardening standards Ensure proper handling of PII and secure data practices Support media sanitization and secure device disposal 9. Team Collaboration & Reporting Participate in Tier-2 IT support meetings and training sessions Support team coverage and backfill when required Contribute to continuous service improvement initiatives Requirements Required Skills: Hardware troubleshooting & break/fix (laptops, peripherals, docking stations) ITSM/ticketing systems experience with SLA adherence Microsoft 365 administration and end-user support Okta (SSO, identity & access management) AV / conference room support Onboarding/offboarding processes Basic networking knowledge (network room support under guidance) IT security & compliance awareness Strong English communication skills Nice to Have: Experience supporting APAC / multi-site environments IT asset & inventory management experience Experience with imaging/MDM tools (Intune, Autopilot, Jamf) Experience with reporting, documentation, and operational tracking Work Arrangement: Onsite: Monday - Wednesday (09:00–18:00 SGT) Remote: Thursday & Friday