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

. 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 sanitisation, 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

. 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 MDM/RMM/Endpoint management.

. 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.

Requirements

Technical Skills

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

. Strong knowledge of Google Workspace administration.

. Basic understanding of Azure Entra ID, ZTNA, NinjaOne and ABM will be preferred.

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

preferred.

. Knowledge of Jira Service Management will be a plus.

. 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.

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