About MTFA
The Muslimin Trust Fund Association (MTFA) is a charity committed to supporting the underprivileged in our community through a myriad of services, including but not limited to offering shelter to orphans and youths at risk, facilitating subsidized medical treatments, and administering financial aid through various programs.
Guided by our principle of Towards a sincere pursuit of Ihsan, we aim to continuously create positive impacts within the communities we serve.
Role Overview
We are looking for a proactive, detail-oriented IT Support Executive to deliver reliable day-to-day IT operations and Level 1 support across MTFA locations in Singapore (HQ, DI/DIL, IKCs, IC, IEH/childcare). You will manage incident resolution, keep tickets and knowledge tidy, handle device and account lifecycle, and ensure smooth onboarding/offboarding so staff can work securely and without friction. You'll operate under the IT head and partner closely with the IT Operations Executive (L2/L3).
Key Responsibilities:
1. Incident & Ticket Management
- Respond promptly to user tickets via portal/chat/phone and provide clear updates through to closure.
- Triage and resolve L1 incidents (workstations, standard apps, printing/Wi-Fi) escalate to L2/L3 per runbook.
- Log every case in the ITSM platform with accurate category/priority, SLA timer, and resolution notes (link a knowledge article where applicable).
2. IT Asset & User Support (Singapore sites)
- Manage laptops/desktops, peripherals, and loaners coordinate repair/RMA when required.
- Enrol, configure, and troubleshoot endpoints using the endpoint-management platform (MDM) in line with policy.
- Reimage/re-enrol devices to restore compliance or during tech refresh.
3. User Onboarding & Offboarding (Identity & Access)
- Execute standard account and access tasks in the collaboration/identity suite via runbooks (joiners, movers, leavers).
- Conduct IT onboarding for productivity and collaboration tools.
- Secure offboarding: disable accounts, revoke sessions/MFA as required, reclaim licenses, back up user data per SOP, and wipe/re-provision devices.
4. Documentation & Reporting
- Document technical issues, resolutions, and maintenance activities.
- Prepare periodic IT support reports for management review.
- Maintain updated records of configurations, procedures, and user manuals.
5. Daily & Weekly Operations
- Monitor endpoint compliance (encryption, patch status, MDM policies) and perform basic network health checks (Wi-Fi/printing/meeting rooms).
- Maintain the IT asset register and accurate device/user records.
- Surface recurring issues and propose quick fixes keep end-user knowledge-base articles current.
6. General IT Support
- Perform basic connectivity triage (device/app/Wi-Fi symptoms) escalate persistent LAN/VPN issues to L2/L3 with clear notes.
- Provide on-site support across MTFA locations and events when needed.
Core Skills
- Comfortable using computers and smartphones (installing apps, basic settings, printing).
- Clear, friendly communication and strong customer-service mindset.
- Structured problem-solving: identify the issue, follow steps, document what you tried, confirm resolution.
- Able to learn new digital tools quickly follow checklists/runbooks accurately.
- Good record-keeping and documentation (notes, guides, simple screenshots).
- Team player who can manage priorities and follow up until tasks are closed.
Qualifications & Requirements
- ITE or Diploma in any discipline (or equivalent experience).
- IT experience useful but not required - fresh grads welcome training provided.
Nice to have (we'll train if you don't have these yet)
- Basics of user accounts and shared folders/resources.
- Familiarity with ticketing/helpdesk tools and remote support.
- Simple network triage: distinguish device/app vs. network issues check IP/config run a quick connectivity test (e.g., ping/speed).
- Comfort with office productivity tools (docs, spreadsheets, slides).
- Curiosity to learn new technologies and simple automation (e.g., following a script or template) to improve repeatable tasks.
Working Conditions
- May require occasional after-hours or weekend support for system maintenance or urgent troubleshooting.
- Some travel between different work sites may be required.
PDPA Notice: By submitting your application, you acknowledge that you have read and agree to our Privacy Policy () regarding the collection, use, and disclosure of your personal data.
