IT Support Engineer (Level 2)

Responsibilities • Provide Level 2 technical support, troubleshooting and resolution for incidents involving end-user devices, servers, cloud services and applications. • Monitor IT systems and services and leverage monitoring and alerting tools to identify and resolve issues proactively. • Perform root cause analysis and implement improvements to prevent recurring incidents. • Introduce automation for common support tasks using scripting or by collaborating with development teams. • Optimise IT Service Management (ITSM) workflows and automation to improve support processes and service levels. • Prioritise, schedule and escalate technical issues to the appropriate support teams when required. • Document troubleshooting steps, resolutions and actions taken throughout the incident lifecycle. • Perform preventative maintenance for servers and IT services. • Conduct post-resolution follow-ups with users and stakeholders. • Provide technical guidance, training and support to end users. • Install, configure, test, maintain and troubleshoot workstation hardware, network peripherals, networking equipment, servers and cloud services. • Maintain IT asset information and inventory, including computers, monitors, printers, scanners and other peripherals. • Configure and test customised solutions across different platforms and operating systems. • Monitor system performance and provide relevant performance statistics. • Provide Level 1 support when required during periods of high workload or reduced team capacity. • Analyse support trends and documented resolutions to identify opportunities for continuous improvement. • Work closely with Level 1 and Level 3 support teams and business users to improve monitoring, troubleshooting, ticket handling and overall support processes. • Research and evaluate hardware and software products to support procurement and technology initiatives. • Assess mobile and web applications before deployment to end users. Requirements • Degree in Information Technology or a related field, with 5 years of equivalent experience in a similar role . • Strong hands-on experience in Microsoft Office 365 (O365) services. • Good knowledge of Microsoft Azure Cloud , including IaaS and PaaS services. • Good knowledge of Windows Server and Windows11 . • Experience with Microsoft IIS, .NET application support and client-server application architecture will be highly preferred. • Exposure to Microsoft Power Apps . • Scripting experience in PowerShell, Python or Bash is highly preferred. • Good knowledge of mobile application support and diagnostics, particularly Apple products. • Knowledge of Mobile Device Management (MDM) ,especially Microsoft Intune. • Good understanding of ITSM tools and automation, such as ServiceNow, ServiceDesk or ManageEngine . • ITIL certification is highly preferred. • Strong troubleshooting, analytical and problem-solving skills. • Good communication and stakeholder management skills. • Ability to work collaboratively with technical teams, business users and external partners. Additional Requirement • Willingness to participate in a rotating after-hours/on-call support roster is required. • Rostered after-hours support will generally not occur more frequently than once every three weeks, subject to operational requirements. • Applicable on-call remuneration and a work mobile phone will be provided in accordance with company policies and employment conditions. To apply, please visit www.gmprecruit.com and search for Job Reference: 8X589XRV To learn more about this opportunity, please contact Yingying at yingying.lai@gmprecruit.com We regret that only shortlisted candidates will be notified. GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239