L1 Support Engineer

Through proprietary software and AI, along with a focus on customer delight, Sleek makes the back-office easy for micro SMEs.

We give Entrepreneurs time back to focus on what they love doing - growing their business and being with customers. With a surging number of Entrepreneurs globally, we are innovating in a highly lucrative space.

We operate 3 business segments:
**Corporate Secretary**: Automating the company incorporation, secretarial, filing, Nominee Director, mailroom and immigration processes via custom online robots and SleekSign. We are the market leaders in Singapore with ~5% market share of all new business incorporations

**Accounting & Bookkeeping**: Redefining what it means to do Accounting, Bookkeeping, Tax and Payroll thanks to our proprietary SleekBooks ledger, AI tools and exceptional customer service

**FinTech payments**: Overcoming a key challenge for Entrepreneurs by offering digital banking services to new businesses

Sleek launched in 2017 and now has around 15,000 customers across our offices in Singapore, Hong Kong, Australia and the UK. We have around 500 staff with an intact startup mindset.

We have recently raised Series B financing off the back of >70% compound annual growth in Revenue over the last 5 years. Sleek has been recognised by The Financial Times, The Straits Times, Forbes and LinkedIn as one of the fastest growing companies in Asia.

Backed by world-class investors, we are on track to be one of the few cash flow positive, tech-enabled unicorns based out of Singapore.

**Requirements**:
We are looking for a L1 Support Engineer (IT Administrator) that is excited about the below Mission and Outcomes.

**Mission**:
Ensure the security, stability, and efficiency of the company’s IT infrastructure by managing systems, networks, and user access, providing timely technical support, and implementing best practices to enable seamless business operations.

Ou**tcomes**:

- Onboarding for all new joiners completed on day of joining (99% success)
- 95% adherence to SLAs for mean time to respond and resolution for all tickets
- No more than 10% over average weekly ticket volume pending at any time (backlog)
- 99% laptops compliant with policies (Jumpcloud, Trend Micro, Password Manager) within 1 week of receiving request to onboard/offboard
- Globally manage all assets devices effectively.

To do this, you will have a minimum of 2 years experience as technical support and you will most likely be located in India or Philippines.

**Ownership**: This shows reliability and helps build trust within the team. We move fast and need to know that everyone will see things through to completion and proactively help to get things back on track when challenges arise. Accountability is really important to us.

**Humility**: There is so much we don’t know. Humility allows for open-mindedness to feedback and a willingness to learn from others. It paves the way for collaboration and creates a positive work environment. It is a key ingredient of self awareness and emotional intelligence.

**Structured Thinking**: Our business is complex with many layers (many services, many countries, many cultures). Regardless of whether you’re more analytical or creative in nature, being able to show sound judgement is important to us. It ensures solutions are pragmatic and balance the needs of the organisation, team and customers.

**Data driven**: We are a data rich business with ~15,000 small customers. Each decision we make can impact many more people than we realise - so it’s critical that we use sound data to support our strategies and review the success of our initiatives.

**Can have tough conversations in a positive way**: It’s not a matter of if, but when difficult interpersonal situations arise. Disagreement, conflict and disappointment are a given in a fast moving business where people care about their work. People that proactively have tough conversations with kindness build empathy, trust and great working relationships.

**Tech + services savvy**: We are a tech-enabled services business, automating traditional, manual processes and delighting customers while doing so. You will thrive as someone who understands and is excited by the challenges and opportunities of utilising software to scale a business.

**Problem Solving**: You’ll need to be able to think on your feet as this role requires you to identify, diagnose, and resolve production issues quickly, reducing downtime. You will leverage your strong infrastructure and development skills in post-incident reviews to find the underlying cause of failures and prevent future incidents.

**The Interview Process**

Whether the interviews are held over video call or in person will depend on your location and the role.

**Screening Interview**

A ~30 minute chat with a Talent Acquisition Lead to discuss the role and your experience.

**Case study**

A ~60 minute chat with the Hiring Manager, where they will give you some real-life challenges that t