Roles & Responsibilities
Overview of Position :
We are looking for a proactive and detail-oriented IT Support Specialist to provide reliable technical assistance and operational support across Singapore and the broader APAC region. In this role, you will manage incident resolution, oversee IT assets and devices, and ensure seamless onboarding and offboarding experiences for employees.
Success in this position requires strong troubleshooting capabilities, hands-on experience with modern device management platforms, and the ability to deliver consistent support across diverse locations. You’ll be part of a collaborative and agile IT team dedicated to empowering users and maintaining high service standards throughout our APAC offices.
Key Responsibilities :
Incident & Ticket Management
- Respond promptly to user incident tickets; provide quick turnaround support.
- Keep users updated on incident status and resolution progress.
- Escalate unresolved cases to Global IT, ensuring timely follow-up until closure.
- Log all tickets in the global service desk tool (Freshservice).
IT Asset & User Support (Regional – Singapore, Japan, Australia, Dubai, Korea)
Manage IT assets including MacBooks, Windows laptops, iPhones, and peripherals.Enroll, configure, and troubleshoot devices using Intune and JAMF.Perform device setup, reformatting, and re-enrollment for compliance or migration.Troubleshoot non-compliant devices (e.g., iPhone, Surface Pro) by updating, syncing, or reformatting.User Onboarding & Offboarding
Create and configure user accounts, assign licenses, and prepare devices.Conduct IT onboarding sessions (OneDrive, SharePoint, Teams).Manage departmental shared mailboxes as required.Handle secure offboarding : disable accounts, remove MFA, backup user data, convert mailboxes, and reformat devices.Daily & Weekly Operations
Monitor device performance, Windows updates, and compliance.Weekly checks on LAN / Wi-Fi connections, monitors, and IP phones.Resolve OneDrive sync issues, Azure Virtual Desktop dual-session lockouts, Teams camera / freezing problems.Monitor Outlook rules for suspicious activity; reset passwords and escalate to security if required.Regularly update firmware for monitors and user devices.General IT Support
Support user connectivity on corporate WAN / LAN (wired & Wi-Fi).Assist with printer setup, software inventory, and maintenance.Provide on-site support for sport events in Singapore as required.Be part of 24x7 standby rotation for critical users.Qualification / Requirements :
Diploma / Degree in Information Technology, Computer Science, or related field.At least 3 years of relevant IT support experience, ideally in a regional capacity.Solid troubleshooting skills across Windows, macOS, iOS, and mobile devices.Hands-on experience with Intune, JAMF and Microsoft 365 (Teams, SharePoint, OneDrive). Meraki (MDM) knowledge is a plus.Knowledge of networking fundamentals (LAN, Wi-Fi, VPN) and IT security practices.Certifications such as Microsoft (MCSA / MCSE), Cisco, or ITIL Foundation preferred.Strong communication and customer service skills, with the ability to work across multiple cultures and time zones.Desired Attributes
Proactive, detail-oriented, and resourceful in resolving issues.Comfortable working independently but also as part of a global team.Strong sense of responsibility, urgency, and accountability.Tell employers what skills you have
Customer Service Skills
Outlook
MacOS
Troubleshooting
Technical Assistance
Laptops
Inventory
Information Technology
Service Desk
Networking
Firmware
Windows
Mobile Devices
ITIL
Service Excellence
