L2 Desktop Support Engineer

Level 2 Desktop Support Engineer (Part-time / One day per week)

About us:

We are a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support. Founded in 1992, we have a proven track record of delivering business solutions to global organisations and Fortune 500 companies in over 40 countries. Over the last 27 years, we have delivered millions of pounds in cost savings to our clients. With offices in the UK, Europe, India and the US, we have clients spread across all 6 continents. Our clients and our talented people have always guided our basic strategy and direction; so much so, that we named the company after our most basic principles. We are, and always will be 'allied' to our client's needs and objectives. Our team is at the heart of our business, we are proud of each and every one of them. They are exceptional, and we are looking for more exceptional people to join us.

The IT Site Support Engineer is responsible for providing technical support and operational oversight of end-user computing, infrastructure, and site IT services at the Singapore location. This role ensures seamless IT operations, hardware/software management, and collaboration with global teams and vendors to deliver high-quality technical support. The ideal candidate must have
very good English-speaking skills
and be
hands-on to assist the server team
when required.

Key Responsibilities:

End-User & Desktop Support:

• Provide
  onsite and remote IT support
  for desktops, laptops, mobile devices, iPads, printers, and other peripherals.
• Manage
  IMAC (Install, Move, Add, Change) services
  for hardware and software, ensuring efficient deployment and configuration.
• Offer
  Break/Fix support
  , troubleshooting, and resolving issues related to
  hardware, software, networks, and applications
  .
• Deliver
  remote support
  for users working from different locations, ensuring minimal downtime.
• Work with users to file complaints and escalate lost or damaged device issues as needed.
• Work with support team to set up the Local printer.
• Help users by desk phones and Intune Enrollment.
• Excellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 10 and 11.
• Imaging and reimaging of Laptops.

Device Provisioning & Asset Management:

• Manage
  device provisioning and de-provisioning
  , ensuring proper setup, configuration, imaging, and decommissioning.
• Maintain and update the
  IT asset inventory
  for desktops, laptops, printers, and network devices at the site.
• Coordinate with
  local vendors
  to get quotes for new devices and work with
  procurement teams
  to release purchase orders.
• Follow standard processes for purchasing, maintenance, and disposal of IT assets.

Infrastructure & Network Support:

• Provide
  technical support for local IT infrastructure
  , including servers, LAN switches, and corporate mobile devices.
• Coordinate with
  network teams
  to resolve connectivity issues and ensure business continuity.
• Work with
  vendors and internal teams
  to upgrade legacy hardware.
• Assist the
  server team hands-on
  for any hardware-related support needed.
• Provide technical support for video conferencing systems.
• Work closely with
  vendors
  to ensure
  smooth operation and maintenance of video conferencing tools
  (Microsoft teams room).
• Support
  voice solutions
  , including desk phones, softphones, and VoIP systems, ensuring seamless communication.

Service Desk & Vendor Coordination:

• Work with offshore and service desk teams to ensure
  timely resolution of IT requests and incidents
  .
• Create and manage support tickets with vendors like
  HP, Microsoft, and other third-party service providers
  when required.
• Ensure proper
  documentation and escalation
  of issues through appropriate IT support channels.
• Continuously review and improve IT
  processes, standards, and service delivery
  .

Role Expectations & Required Skills:

• Very good English-speaking skills
  to communicate effectively with global teams and stakeholders.
• Excellent customer service skills
  and ability to communicate technical issues in non-technical terms.
• Strong troubleshooting and
  problem-solving skills
  with
  L2 expertise
  .
• Ability to handle
  service requests and issue resolution
  in a fast-paced environment.
• Strong documentation skills and ability to maintain IT asset records.
• Familiarity with
  vendor management, procurement, and contract handling
  .
• Ability to
  analyze and solve complex desktop issues
  , ensuring system stability and minimal downtime.

Experience & Qualifications:

Minimum 3-5 years' experience in 1st and 2nd level Support, at least 3+ years at level 2.