Key Responsibilities (Job Scope)
1) Service & Incident Management
- Act as L2/L3 escalation for complex incidents across Windows/macOS endpoints, M365/Google Workspace, network access, identity (AD/Entra ID), and core apps.
- Lead major incident bridges: triage, impact assessment, comms, and workarounds drive post-incident reviews with clear RCAs and corrective actions.
- Monitor and manage ticket queues enforce SLAs/OLAs continuously reduce MTTR and ticket re-opens.
- Create and maintain high-quality KB articles, SOPs, and runbooks.
2) Endpoint & Workplace Platform Ownership
- Administer and harden device management (Intune/Autopilot, JAMF or equivalent, Group Policy).
- Standardize gold images, baselines, and compliance policies manage software packaging and automated patching.
- Oversee peripherals/AV/printing, conference rooms, remote access (VPN/Zero Trust), and VOIP/UC.
3) Identity, Collaboration & Core Services
- Operate and improve AD/Entra ID/AAD Connect/SSO (SAML/OIDC), conditional access, MFA.
- Administer Microsoft 365 (Exchange Online, SharePoint/OneDrive, Teams), licensing, retention, and eDiscovery basics.
- Support file services, print services, and small-to-mid virtualized workloads (Hyper-V/VMware) as needed.
4) Network & Security Hygiene (in partnership with NetOps/SecOps)
- First-line deep-dive on client network issues (DHCP/DNS, VLAN/Wi-Fi, NAC) escalate with clear diagnostics.
- Enforce endpoint security standards (EDR/XDR, disk encryption, least privilege, local firewall).
- Support phishing/abuse investigations, device quarantines, vulnerability remediation, and DR/backup tests.
5) Automation, Tooling & Continuous Improvement
- Build scripts/automations (PowerShell, Bash, Python) to reduce toil (account lifecycle, app deployment, reporting).
- Define telemetry and dashboards for endpoints, patches, licenses, and SLA performance.
- Propose and execute quarterly improvement initiatives (e.g., zero-touch provisioning, self-service, ZTNA rollout).
6) Stakeholder Management & Leadership
- Be the voice of the user: translate pain points into backlog items with measurable outcomes.
- Mentor junior engineers conduct peer reviews and trainings.
- Vendor coordination for RMA, warranty, licensing, and managed services.
7) Governance & Compliance (Singapore-aware)
- Uphold ITIL practices, asset/lifecycle management, and change control.
- Ensure adherence to company policies and relevant regulations (e.g., PDPA sectoral requirements if healthcare/FSI).
- Maintain accurate CMDB/asset registers and audit-ready documentation.
Qualifications
- 5-8+ years in IT support/End-User Computing with at least 2-3 years handling L2/L3 escalations or small-team leadership.
- Relevant certs (strongly preferred):
- Microsoft: MD-102 (Endpoint Administrator), AZ-104 (Administrator), SC-300 (Identity & Access), MS-102 (Microsoft 365).
- Apple: Apple Device Support/Management (if macOS heavy).
- ITIL Foundation v4
- Security: CompTIA Security+ or Microsoft SC-200/SC-900 helpful.
- Networking: CCNA (beneficial).
- Diploma/Degree in IT/CS or equivalent hands-on track record.
