ABOUT THE COMPANY
Bare Cove Technology (BCT) is an award-winning IT and cybersecurity solutions provider. Our team comprises experienced professionals across cybersecurity, cloud technologies, software development, and IT infrastructure.
We support leading asset managers across the globe, helping our clients meet the evolving expectations of institutional investors and global regulators.
Bare Cove Technology is in a rapid growth phase, onboarding new clients across Singapore, Hong Kong, the UK and Australia. As part of our continued expansion, we are looking to grow our Client Support team.
ABOUT THE ROLE
Bare Cove Technology is looking for an IT Client Support Engineer to join our Singapore team. The successful candidate will be responsible for delivering high-quality, SLA-driven IT support, with a strong focus on incident ownership, advanced troubleshooting, cybersecurity awareness, and client engagement, while contributing to continuous service improvement through automation and operational efficiencies.
This role reports to the Head of Client Support and offers exposure to cloud technologies, cybersecurity practices, AI and automation initiatives.
Job Duties:
- Deliver remote and onsite technical support across end-user computing, cloud platforms, infrastructure, and security-related systems
- Act as an escalation point for L1 engineers, providing technical guidance and support
- Coordinate with infrastructure, network, and security teams to resolve critical and complex incidents
- Take full ownership of incidents and service requests, including classification, prioritisation, and impact assessment in line with SLA definitions, ensuring timely resolution, clear client communication, and identification of potential security incidents
- Diagnose and resolve complex system, network, and application issues, performing advanced troubleshooting across endpoints, identity, and connectivity (including access and authentication issues)
- Perform hardware provisioning, upgrades, and software installations as required
- Deliver end-user training and support on laptops, workstations, and associated software
- Monitor systems and respond to alerts, including security alerts, within defined SLAs
- Maintain accurate, complete, and audit-ready documentation of all incidents, including detailed troubleshooting steps and root cause analysis
- Ensure all IT activities comply with company policies, industry standards, and regulatory requirements
SKILLS AND QUALIFICATIONS
Required Skills and Qualifications:
- Minimum 5 years of experience in IT support, ideally within an MSP or financial services environment
- Strong understanding of IT support fundamentals, including remote troubleshooting and end-user support
- Experience of supporting Windows and macOS environments
- Hands-on administration of Microsoft 365
- Solid networking knowledge (DNS, DHCP, VPN, TCP/IP)
- Experience supporting cloud and hybrid environments
- Familiarity with AI-assisted support tools or automation platforms
- Ability to identify and implement automation opportunities within support workflows
- Working knowledge of security best practices, including identity management, endpoint protection, and incident handling
- Strong analytical and problem-solving skills
- Ability to work independently in a fast-paced, client-focused environment
- Excellent client-facing communication and stakeholder management skills
- Strong command of English (written and spoken). Mandarin is a plus.
Preferred Skills and Qualifications:
- Bachelor's degree in computer science, Engineering, or related discipline.
- Experience with Microsoft Azure and/or AWS environments
- Exposure to Citrix, endpoint management, or monitoring tools
- Scripting or automation experience (PowerShell, Python, or similar)
- Exposure to cybersecurity concepts or audit/compliance processes
- Experience supporting financial services clients is an advantage
- Knowledge of ITIL framework and best practices
This role is primarily based in our Singapore office, with opportunities for hybrid remote work and business travel.
