Technical End User Support

Background

As a member of the End User Support / Infrastructure Support team, the End User Support Technician provides high-quality technical support with a strong focus on customer service, technical expertise, and timely resolution. This role involves frequent face-to-face interaction with end users, peers, and managers, primarily delivering deskside support for service requests and on-site issue resolution.

The technician works collaboratively within a team environment to resolve customer issues and support other members of the Site Services department. The role also provides hands and eyes support for other IT teams, including Audio Visual, Network, Server, and Print Services.

Key Responsibilities

The End User Support Technician brings a minimum of 5 years of hands-on technical experience delivering end-user and infrastructure support, including but not limited to:

End User Support

• Provide customer-facing deskside and on-site support for end users

• Deliver break-fix support for laptops, desktops, tablets, and peripheral devices

• Provide IMAC support, including large-scale office moves, restacking, and bulk deployment activities

• Support operating systems, base image software, Microsoft Office, and other business applications

• Support imaging devices (print, scan, copy, fax), including printers and multifunction devices (MFDs)

• Resolve access-related issues including smart cards, passwords, security permissions, and application configuration

• Support mobility devices (iOS, iPhone, iPad)

• Provide VIP and Home-Based Office (HBO) user support

• Manage ticket queues using the Remedy ticketing system and ensure resolution within defined SLAs

• Provide timely ticket updates and follow-ups to end users

• Coordinate with vendors for warranty repairs and hardware replacement

• Perform managed print service invoicing, meter reads, polling, and report verification

• Provide IT support for on-site and off-site meetings and events, including setup and standby support

• Provide on-call support outside business hours on a rotational basis

• Support disaster recovery, emergency response, and business continuity activities

Infrastructure & Data Center Support

• Perform basic data center, server room, and IT room hands and feet support

• Rack, stack, cable, and manage servers, network devices, and related equipment

• Support hardware upgrades, swaps, reboots, and lights-on verification

• Maintain clean, secure, and operational IT rooms to prevent service disruptions

• Perform infrastructure incident resolution, service requests, and change management via the ticketing system

• Coordinate with OEM vendors for warranty replacement and RMA processing

• Recommend and manage spare inventory levels for critical infrastructure components

• Assist with data center logistics including shipping, provisioning, and decommissioning

• Support asset and inventory management activities

• Act as the local site interface for IT vendors, telecommunications providers, and facility service partners

• Participate in SWAT teams, Major Incident response, and Change Review Board (CRB) meetings

• Support infrastructure activities related to cybersecurity, disaster recovery drills, and real events

• Provide temporary infrastructure support for plants, refineries, colocation sites, and special business activities

Security, Compliance & Controls

• Perform security and compliance tasks including access reviews, risk assessments, control verification, facility inspections, and maintenance of audit logs

• Support backup media handling and compliance activities

Project & Change Support

• Provide rollout and implementation support for projects, new technology programs, device refreshes, remediation, and retirement activities

• Assist with capacity management and infrastructure enhancements

• Support communication development for planned and unplanned outages

Requirements

Technical Skills & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field

• Strong understanding of client-based operating systems and end-user hardware

• Strong experience with ticketing systems and IT service management processes

• Solid understanding of Level 1 Helpdesk services with ability to support Level 2/3 escalations

• Strong knowledge of client-based applications

• Working knowledge of network fundamentals (TCP/IP) for connectivity troubleshooting

• Hands-on experience working in data center environments with physical servers and network equipment

• Troubleshooting experience with server and network hardware

• Ability to identify and recommend process and infrastructure improvements

• Technical certifications (Microsoft, HP, Dell, or similar) are an advantage

Soft Skills & Attributes

• Excellent communication skills in English and the local language

• Strong customer service mindset with a CSAT-focused, Customer First attitude

• Professional, courteous, and patient in high-density user environments

• Strong analytical, problem-solving, and troubleshooting skills

• Demonstrates ownership, accountability, and strong work ethic

• Adaptable and flexible to meet changing business requirements

• Willingness to travel to remote sites and colocation facilities

• Comfortable working on-call, weekends, and extended hours when required

• Physically capable of lifting heavy equipment and being on feet for extended periods

• Basic safety knowledge, including ergonomic equipment support
  
  If you believe you fit the requirements for the role, please submit your application below or drop us an email directly quoting the job title
  Due to an anticipated high volume of applicants, we regret that only shortlisted candidates will be notified. The information provided is for recruitment purposes only.
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  Cornerstone Global Partners (EA License Number: 19C9859) is an affirmative equal-opportunity employer and recruitment firm. We evaluate qualified applicants without regard to race, colour, religion, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.
  
  Eugene Then
  [Confidential Information]
  EA Registration Number: R22104742.
  Cornerstone Global Partners Pte Ltd (EA License: 19C9859)