IT Support Analyst

3 days ago

Singapore River Kwanii Full time

We're looking for a capable and well-rounded IT Support Analyst to join our team in Singapore. In this role, you'll be responsible for delivering exceptional customer service and providing both remote and on-site technical support to ensure smooth day-to-day operations for our client. You'll troubleshoot and resolve complex issues, support IT infrastructure, and maintain strong working relationships with both internal stakeholders and external vendors.

Responsibilities

  • Serve as the first point of contact for technical support via phone, email, or chat
  • Diagnose and resolve hardware, software, and network issues, escalating complex cases when necessary
  • Provide in-depth support for Microsoft Windows and Office 365 environments
  • Perform software installations, updates, and account configurations
  • Log, track, and resolve issues through a helpdesk ticketing system (e.g., ConnectWise)
  • Support and maintain infrastructure, including servers, networks, and connected systems
  • Act as an escalation point for junior IT Support Coordinators and Technicians
  • Collaborate with third-party vendors, suppliers, and service providers to resolve issues
  • Maintain detailed documentation for incidents, service requests, and resolutions
  • Monitor ticket queues and ensure compliance with SLAs
  • Uphold confidentiality standards and protect company/client data
  • Stay current with emerging technologies and invest in your ongoing professional development

Desirable Skills and Experience

Must-haves:

  • Singapore Citizen
  • 3–5 years of IT support experience in Microsoft Windows and Office 365 environments
  • Strong verbal and written English communication skills — able to explain technical issues to non-technical users
  • Proficient with Microsoft Intune (app deployment, device compliance, enrolment troubleshooting)
  • Hands-on experience with troubleshooting hardware, software, and peripheral devices
  • Skilled in Active Directory user and group administration, Exchange, and Office 365
  • Familiarity with helpdesk ticketing systems and remote support tools
  • Excellent problem-solving, multitasking, and organisational skills
  • A strong customer-first mindset with a focus on delivering great user experiences

Nice-to-haves:

  • Bachelor's degree in IT, Computer Science, Computer Engineering, or equivalent
  • Experience working in or with a Managed Services Provider (MSP)
  • Knowledge of server and network systems
  • ITIL or similar service management certification
  • Cisco or Meraki certification, or relevant hands-on experience
  • Familiarity with Zoom and HubSpot configuration and administration
  • Exposure to virtualisation technologies (e.g., VMware, Hyper-V)

Job Type

  • Hybrid: 3 days in the office and 2 days work-from-home. (Singapore-based only)
  • Full-time
  • Mid-level to Senior-level

Salary

  • Starts at SGD 70,000 to 90,000 per year

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