IT Support Engineer

L1 End-User Support services for Client located in Ubi area for 1 year support contract

To provide some context, the SOW covers a comprehensive range of L1 support requirements. The selected resource will serve as the first point of contact for IT incidents and service requests, focusing on desktops, laptops, standard operating systems and applications, printers, basic peripherals, and meeting room AV equipment. Troubleshooting will be strictly limited to approved SOPs and knowledge base guidance.

Incident and request management responsibilities include logging, updating, and tracking issues within our ITSM system. The engineer should be equipped to handle initial diagnosis and resolution for standard, low-risk matters, escalating promptly toL2/L3 teams or internal specialists for anything beyond the L1 scope, such as privileged access, server/network/cloud/security issues, or configuration changes.

User lifecycle support is also included, with tasks such as device setup and basic application installation for onboarding and offboarding, performed according to our approved checklist. Please note, the engineer will not have authority to approve access or modify security permissions.

Administrative coordination with vendors for hardware repair, warranty matters, and asset record updates-as directed by client IT-is also part of the role. In addition, the engineer will be expected to provide exclusive standby support during weekends and Singapore public holidays, limited to L1 activities such as incident logging, basic troubleshooting, user guidance, and timely escalation. No independent system or infrastructure changes are permitted during these periods.

A critical aspect of this requirement is exclusivity: the assigned Outsource Engineer must be a dedicated resource for client. At no time-whether during office hours, weekends, or public holidays-may the resource be allocated to any other client. Any breach of this exclusivity will be considered a material non-compliance.

For clarity and audit purposes, there are explicit exclusions. The engineer must not perform any L2/L3 support access or modify servers, networks, or security systems grantor change privileged access implement system changes or make cybersecurity decisions.

All services will be governed by Client IT Management, under the CIT Outsource model, and subject to regular performance assessments and access reviews.

Attached for your reference is the Job Description detailing the operational reporting line, day-to-day responsibilities, and required competencies. The successful candidate will be based at client office and must demonstrate a strong understanding of L1 scope boundaries, strict adherence to SOPs, and excellent communication and documentation skills.