End User Support Engineer

About the role:

Tiger Brokers is a MAS-regulated fintech company operating across Singapore, Hong Kong, Australia, New Zealand, and the United States. We move at the pace of a technology company and operate to the standards of a licensed financial institution — and we need IT support that reflects both.

This is not a traditional helpdesk role, nor a pure startup IT generalist position. You will be the primary IT point of contact for a fast-moving organisation with real regulatory obligations — supporting business leaders and executive users who expect swift, seamless resolutions, while operating within a controls environment governed by MAS Technology Risk Management (TRM) Guidelines and the Cyber Hygiene Notice (FSM-N06).

The right candidate understands both sides: they can resolve a laptop issue in minutes without unnecessary friction, and they know exactly why that device needs full-disk encryption, a patched OS, and a logged asset record. You don't choose between speed and compliance — you deliver both.

Who thrives here: Candidates who have worked in regulated financial services (banking, brokerage, insurance) and are ready to move faster — or candidates from high-growth fintech who understand that MAS-licensed entities operate differently from a startup. Either background works; the mindset is what matters.

Key responsibilities:

[Executive support]

• Serve as the dedicated IT point of contact for executives and senior management — delivering on-site, white-glove support with urgency and discretion.
• Proactively manage technology readiness: device setup, travel preparation, meeting room AV checks, and software pre-staging — before issues arise, not after.
• Maintain strict confidentiality of executive communications, documents, and device contents at all times.
• Balance speed with process: executive requests are always priority one, but resolutions must still be logged, documented, and compliant.
• Endpoint support — Windows & macOS
• Diagnose and resolve hardware and software issues across Windows 10/11 laptops and MacOS devices via JAMF Pro and Microsoft Intune / Group Policy.
• Perform OS builds, device enrolments, and migrations following group security baselines and endpoint control requirements.
• Manage peripherals — docking stations, monitors, printers, video conferencing equipment — with a bias toward self-service documentation so users can resolve minor issues independently.
• Support Microsoft 365 (Outlook, Teams, Excel, SharePoint) and Lark as the primary collaboration platforms.
• Manage and troubleshoot iOS and Android devices enrolled in MDM platforms.

[Incident management & compliance]

• Log, triage, and resolve all endpoint incidents through IT Helpdesk platform within defined SLA targets.
• Maintain accurate asset records in EUC register — including device ownership, data classification, and review dates.
• Support onboarding and offboarding workflows: account provisioning, device imaging, access revocation and MDM unenrolment.
• Participate in periodic endpoint compliance reviews and internal audit preparation.

Controls vs efficiency — our expectation: Controls are not bureaucracy; they are the baseline for operating as a licensed FI. We expect you to follow them consistently, document decisions clearly, and — critically — flag when a control is creating unnecessary friction so we can improve the process, not bypass it.

Requirements:

[Experience]

• 3–5 years of hands-on end user support in a corporate environment. Experience in a MAS-regulated financial institution (bank, broker, insurer, fund manager) or a licensed fintech is strongly preferred.
• Candidates from traditional FI backgrounds: we value your controls discipline and audit readiness. You should also be comfortable working at fintech pace — lean team, no lengthy change advisory boards for standard endpoint tasks, expected to exercise good judgment independently.
• Candidates from fintech / tech backgrounds: we value your speed and self-sufficiency. You should understand that MAS-regulated entities have non-negotiable compliance obligations — every device must be managed, every ticket must be logged, every asset must be inventoried.
• Demonstrable experience supporting senior business leaders, with references to professionalism and discretion.
• Diploma or degree in Information Technology, Computer Science, or related field; or equivalent experience.
• Advantageous certifications: CompTIA A+, Microsoft 365 Modern Desktop Administrator, Apple Certified Support Professional (ACSP) or ITIL Foundation.

[Technical skills]

• Windows 11 — Advanced troubleshooting — Group Policy, Active Directory, registry, event logs, networking stack.
• macOS (Sequoia/Golden Gate) — System preferences, MDM profiles, Keychain, FileVault, JAMF Pro management.
• Mobile — iOS (Apple Business Manager, MDM enrolment) and Android (work profile, Knox / Intune).
• Networking — TCP/IP, VPN clients, Wi-Fi troubleshooting, DHCP/DNS basics.
• Security tools — EDR, SASE, DLP.
• Microsoft 365 — Outlook, Teams, OneDrive, SharePoint.

[Language & communication]

• Professional proficiency in English and Mandarin Chinese (spoken and written) is essential.
• Ability to explain technical issues to senior executives clearly and concisely, in either language, under pressure and without jargon.

[Personal attributes]

• Comfortable operating in ambiguity — not every process is written down yet; you help write it.
• Service-first mindset with a strong sense of urgency; VIP issues are always priority one, and you treat them that way without being told.
• Impeccably professional presentation and interpersonal skills appropriate for a licensed financial institution.
• Calm and methodical under pressure; able to manage concurrent high-priority requests without corners being cut.
• Controls-minded without being rigid — you follow the rulebook and you improve it.

What we offer:

• Competitive base salary with performance bonus.
• Exposure to a MAS-regulated fintech operating across five markets — a rare combination of compliance rigour and technology pace.
• High visibility with senior leadership; direct impact on the executive experience of the organisation.
• Continuous learning support — certifications, training, and industry events funded.
• Flexible work arrangement (with on-call availability).
• A lean, collaborative IT team where your contributions are visible and your judgment is trusted.