Job Description

Infrastructure Level 2 Helpdesk / Support Engineer

Location: Singapore
Position: Infrastructure Level 2 Helpdesk / Support Engineer

Job Description

We are looking for an experienced L2 IT Support Engineer to provide end-user support, strengthen endpoint security, and support ongoing IT infrastructure improvements.

Key Responsibilities

Provide Level 2 technical support for end-user hardware, software, operating systems, applications and IT-related incidents.
Manage and improve IT security, vulnerability remediation and patch management across end-user devices.
Monitor and analyse helpdesk tickets and Microsoft Intune metrics to identify recurring incidents, trends and root causes, and recommend improvements.
Support and enhance AI-enabled helpdesk capabilities, using AI and automation to streamline repetitive IT support activities and improve workflow efficiency.
Escalate complex incidents appropriately and coordinate with internal teams and external vendors through resolution.
Identify opportunities to automate repetitive IT operations and improve overall helpdesk efficiency.

Requirements

Diploma or Degree in Information Technology, Computer Science, Information Systems, Engineering or a related discipline.
Relevant experience in L2 Helpdesk, Desktop Support, End-User Computing, IT Support or Infrastructure Support.
Hands-on experience supporting Windows end-user environments and Microsoft 365.
Experience with Microsoft Intune, including endpoint/device management, monitoring and troubleshooting.
Experience with IT security, vulnerability management, endpoint patching and security remediation.
Experience supporting or administering SharePoint.
Good understanding of IT infrastructure, networking and endpoint environments.
Experience troubleshooting incidents and performing root-cause analysis on recurring technical issues.
Strong documentation skills with experience preparing or improving SOPs and technical/user documentation.
Strong communication and customer-service skills, particularly when supporting VIP users and senior stakeholders.