Overview:
This role is responsible for delivering end user services and supporting the underlying IT infrastructure required for business operations. The position is responsible for the deployment, support and maintenance of the organizations IT infrastructure to ensure its reliability, security and optimal performance. At the same time, this position will play a role to lead and guide a team of End User Support engineers to provide quality end user support services. This position needs to work closely with vendors and various teams, and reports into the Manager for End User Support & Infrastructure (NTUC First Campus)
Key Responsibilities:
End User Support:
- Assist in managing the level 1 and 2 end user support team to deliver high-quality technical support to end users.
- Provide hands-on support and mentorship for resolving complex technical issues across hardware, software, and network systems.
- Ensure tickets are addressed and resolved within agreed SLAs.
- Manage endpoints staging and onboarding to device management systems, and offboarding / decommissioning, ensuring endpoints asset management records are in order, including monitoring lifecycles and tracking inventory.
- Define and maintain IT documentation, knowledge bases, and standard operating procedures. And ensuring the end user support team is familiar with them.
- Support application deployments, upgrades, and patch management.
- Contribute to continuous improvement of work processes and efficiency including evaluation and adoption of new technologies
Infrastructure:
- Assist in managing Infra team/vendors to deliver high-quality support
- Oversee the configuration, maintenance, and optimization of servers, and network systems ( Firewalls, Routers, APs, Switch etc)
- Monitor system and network performance, troubleshoot issues and implement optimizations to enhance reliability and performance.
- Contribute to the design and implementation of IT infrastructure solutions for continual improvement, including the review of proposed approaches and solutions by vendors.
- Support system deployments, upgrades, and patch management.
- Assist in managing backups, monitoring tools, and asset tracking.
Governance & Compliance:
- Assist in managing the IT equipment and infrastructure budget, forecast expenses, and optimisation.
- Ensure security compliance and proper implementation of access controls and security measures. Provide prompt support in the investigation of security issues.
- Contribute to ensuring compliance to established policies and support audit requests
Project & Change Management:
- Assist in leading IT End User Support/Infrastructure projects including rollouts, migrations, and upgrades.
- Collaborate with stakeholders to implement IT initiatives in alignment with business needs.
- Ensure adherence to timelines, budgets, and quality standards.
Requirements:
Qualifications:
- Diploma or Bachelors degree in Information Technology, Computer Science or a related field (or equivalent work experience).
- 46 years of experience in IT support and infrastructure roles, with at least 12 years in a supervisory or assistant managerial position.
- Strong understanding of computer hardware, including WindowsOS, Android, macOS, and iOS.
- Strong Knowledge in IT infrastructure (Servers, Networks, Cloud computing)
- Experience supporting and managing end user platforms in both on-premise and cloud environments.
- Strong troubleshooting skills across software, hardware, and network layers.
- Experience in managing vendor project teams for maintenance support and project delivery through outsourcing
Desirable Certifications:
- ITIL Foundation or equivalent
Value-Added Knowledge & Skills (Preferred but Not Mandatory):
Experience with or knowledge in the following areas will be a strong advantage:
- Google Workspace Administration
- Microsoft Entra (Azure Active Directory, identity and access management)
- Microsoft Intune (Endpoint Management and MDM)
- SCCM Management (System Center Configuration Manager for windows devices)
- Group Policy Management (GPO creation, editing, and deployment)
- Google Cloud Platform (GCP), particularly in managing windows instances in Google Cloud Projects
- SSL certificate management (issuance, renewal, troubleshooting)
- DNS management (zone configuration, record management, troubleshooting)
- IT Service Management (ITSM) via ServiceNow
Key Competencies:
- Excellent communication and stakeholder management skills
- Analytical thinking with attention to detail
- Strong organizational and multitasking ability
- Team leadership and mentoring capability
- Service-oriented mindset with problem-solving focus
