Senior IT Support Specialist

Senior IT Support Specialist About Us MoneyHero Limited (NASDAQ: MNY) is a leading tech- and AI-powered personal finance aggregation and comparison platform that provides consumers with actionable insights to discover, compare, and choose the best financial products with confidence — bringing data intelligence and seamless digital access across insurance and banking solutions. The Company operates in Singapore, Hong Kong, Taiwan and the Philippines. Its brand portfolio includes B2C platforms MoneyHero, SingSaver, Money101, Moneymax and Seedly, as well as the B2B platform Creatory. The Company also holds a preference share investment in Jirnexu Pte. Ltd. MoneyHero had over 280 commercial partner relationships as at June 30, 2026, and had approximately 3.7 million Monthly Unique Users across its platform for the three months ended June 30, 2026. What We Offer You will be entitled to a competitive salary and attractive benefits, including: • Annual leave, birthday leave, tenure leave, international remote work leave, and more • Five-day work week, remote work arrangement • Professional trainings, career advancement and internal mobility opportunities • Competitive benefits including insurance and mental wellness program About the Job The Senior IT Support Specialist will be responsible for delivering end-to-end technical support, IT asset management, and service delivery for end users across the organization. This role requires strong ownership in handling day-to-day support requests, maintaining accurate asset records, coordinating with vendors and stakeholders, and supporting security and compliance activities. The ideal candidate is a proactive problem solver with strong technical troubleshooting skills, excellent communication, and the ability to manage a high volume of requests while maintaining proper documentation and SLA compliance. The Senior IT Support Specialist will be responsible for: • End-User Support • Set up, configure, maintain, and troubleshoot laptops, desktops, mobile devices, peripherals, and other end-user equipment. • Diagnose and resolve hardware, operating system, software, connectivity, and application-related issues. • Provide remote support to end users as required. • Support multiple business applications and integrated systems simultaneously. • Assist users with account, access, configuration, and basic application-related issues. • Support new-hire onboarding and departing-employee offboarding, including account provisioning, equipment issuance, and access revocation in coordination with HR. • Document troubleshooting activities, resolutions, and relevant technical information in the ITSM/ticketing system. • IT Asset Management • Coordinate and assist with IT asset procurement in collaboration with relevant teams and personnel. • Maintain accurate records of IT assets, including assignment, ownership, location, status, and lifecycle information. • Manage, maintain, and physically handle IT equipment and other technology assets. • Coordinate asset deployment, retrieval, transfer, and disposal, including remote coordination where applicable. • Administer equipment checkout/handover processes, ensuring condition is documented at issuance and return. • Use asset management systems or tools (e.g., JumpCloud, internal asset trackers) to maintain accurate mapping between system records and physical assets. • Support periodic asset inventory, reconciliation, and disposal activities across supported markets. • Service Management • Manage day-to-day IT support requests and incidents in accordance with established ITSM processes and SLAs. • Prioritize and respond appropriately to incidents based on urgency, impact, and business requirements. • Perform proper incident escalation and coordinate with teams, vendors, or other technical stakeholders when required. • Maintain clear and timely communication with users throughout the resolution process, particularly for urgent or high-impact incidents. • Handle a high volume of support requests, while maintaining proper documentation, prioritization, and follow-through. • Ensure all incidents, requests, troubleshooting activities, and resolutions are properly logged and documented. • Prepare and maintain service management reports, audit documentation, ticket records, SLA performance reports, and other operational metrics as required for service reviews, compliance, and audit activities. • Draft and maintain internal documentation such as SOPs and Confluence knowledge base articles to support consistent service delivery and team knowledge-sharing. • Vendor & Stakeholder Coordination • Liaise with external vendors and service providers on hardware delivery, repairs, disposal, and support escalations. • Track vendor response times and follow up on outstanding vendor actions to ensure timely resolution. • Support the collection of vendor compliance documentation (e.g., SOC reports) as required for audit and security review purposes. • Coordinate cross-functionally with HR, Finance, and regional office stakeholders on asset, access, and onboarding/offboarding matters. • Security & Compliance Support • Monitor and action security alerts and policy compliance notifications (e.g., device encryption status, expired credentials, unenrolled devices) within assigned tools. • Support periodic access reviews and audit evidence collection, including offboarding verification and look-back checks. • Escalate suspicious activity or potential security incidents promptly in accordance with incident response procedures. • Maintain awareness of and adherence to company IT policies, including acceptable use, data protection, and asset handling standards. In this role, we are looking for someone with: • Technical Skills: • Experience with Identity and Access Management (IAM) or Identity Provider (IdP) platforms such as JumpCloud, Okta, Microsoft Entra ID, or similar. • Experience with IT Service Manag…