IT Support Engineer (L1/L2)

We are seeking an IT Support Engineer (L1/L2) to support our HQ and multiple outlets across Singapore, with occasional support for Malaysia. This role requires hands-on troubleshooting, strong communication skills, and a practical understanding of cyber hygiene and secure IT practices.

You will support end-user devices, POS/clinic systems, Google Workspace, network connectivity, and device lifecycle management, ensuring smooth operations across all locations.

Key Responsibilities

End-User & HQ Support (L1/L2)

• Provide technical support for laptops, desktops, mobile devices, printers, and peripherals.

• Troubleshoot Windows/macOS, Google Workspace, MFA, VPN, and productivity tools.

• Assist with device provisioning, including:

• Laptop/mobile setup

• Initial configuration

• User profile setup

• Security baseline application

• Handle user onboarding/offboarding, access provisioning, and device preparation.

Outlet Support (Singapore & Malaysia)

• Support POS systems, label/receipt printers, barcode scanners, tablets, and operational hardware used in retail or clinic environments.

• Perform remote and on-site troubleshooting for outlet operations.

• Coordinate with vendors for hardware replacement, cabling, and site maintenance.

• Conduct routine outlet system health checks.

Security & Cyber Hygiene

• Apply good security practices in daily operations (MFA, patching, secure configurations).

• Ensure proper device sanitization, data scrubbing, and secure disposal procedures.

• Follow internal security guidelines and escalate suspicious activity when needed.

• Maintain a security-aware mindset when handling systems and user access.

Network & Infrastructure (L2)

• Troubleshoot basic network issues (Wi-Fi, DHCP/DNS, VLANs, router/switch/AP issues).

• Assist with new outlet deployments: network setup, device configuration, POS installation.

• Escalate complex issues to L3 or vendors while maintaining ownership.

Systems Administration

• Manage Google Workspace accounts, groups, policies, and basic security settings.

• Familiarity with Azure Entra ID (Azure AD) is a plus.

• Assist to maintain asset inventory and device lifecycle documentation.

• Assist to maintain SOPs, troubleshooting guides, and deployment checklists.

Incident & Service Management

• Log and resolve service requests.

• Identify recurring issues and propose improvements.

• Communicate clearly with stakeholders during outages or incidents.

• Familiarity with ITIL processes will be a plus.

Job Requirements

Technical Skills

• 1-2+ years of IT support experience (L1/L2).

• Strong knowledge of Google Workspace administration.

• Basic understanding of Azure Entra ID (nice to have).

• Experience supporting POS or operational hardware in retail/clinic environments will be preferred.

• Good foundation in networking fundamentals.

• Knowledge on device sanitization, secure disposal, and data scrubbing.

• Understanding of cyber hygiene and secure IT practices.

Soft Skills

• Strong communication and customer-service mindset.

• Ability to work independently across multiple sites.

• Calm under pressure, especially during outlet downtime.

• Strong sense of ownership and accountability.

Other Requirements

• Willingness to travel to outlets across Singapore (and occasionally Malaysia).

• Ability to support after-hours incidents or deployments (rotational standby).