We’re looking for a capable and well-rounded IT Support Analyst to join our team in Singapore. In this role, you’ll be responsible for delivering exceptional customer service and providing both remote and on-site technical support to ensure smooth day-to-day operations for our client. You’ll troubleshoot and resolve complex issues, support IT infrastructure, and maintain strong working relationships with both internal stakeholders and external vendors.

Key Responsibilities

• Serve as the first point of contact for technical support via phone, email, or chat
• Diagnose and resolve hardware, software, and network issues, escalating complex cases when necessary
• Provide in-depth support for Microsoft Windows and Office 365 environments
• Perform software installations, updates, and account configurations
• Log, track, and resolve issues through a helpdesk ticketing system (e.g., ConnectWise)
• Support and maintain infrastructure, including servers, networks, and connected systems
• Act as an escalation point for junior IT Support Coordinators and Technicians
• Collaborate with third-party vendors, suppliers, and service providers to resolve issues
• Maintain detailed documentation for incidents, service requests, and resolutions
• Monitor ticket queues and ensure compliance with SLAs
• Uphold confidentiality standards and protect company/client data
• Stay current with emerging technologies and invest in your ongoing professional development

Essential Skills and Experience

✅ Must-haves:

• Singapore Citizen
• 3–5 years of IT support experience in Microsoft Windows and Office 365 environments
• Strong verbal and written English communication skills — able to explain technical issues to non-technical users
• Proficient with Microsoft Intune (app deployment, device compliance, enrolment troubleshooting)
• Hands-on experience with troubleshooting hardware, software, and peripheral devices
• Skilled in Active Directory user and group administration, Exchange, and Office 365
• Familiarity with helpdesk ticketing systems and remote support tools
• Excellent problem-solving, multitasking, and organisational skills
• A strong customer-first mindset with a focus on delivering great user experiences

✅ Nice-to-haves:

• Bachelor’s degree in IT, Computer Science, Computer Engineering, or equivalent
• Experience working in or with a Managed Services Provider (MSP)
• Knowledge of server and network systems
• ITIL or similar service management certification
• Cisco or Meraki certification, or relevant hands-on experience
• Familiarity with Zoom and HubSpot configuration and administration
• Exposure to virtualisation technologies (e.g., VMware, Hyper-V)

Job Type

• Onsite (Singapore-based only)
• Full-time
• Mid-level to Senior-level