SOPliance Inc. Hiring! Full Time Desktop Support Technician in - Ricebowl

ob Summary

We are seeking an experienced L2 Desktop Support Engineer to provide onsite IT support for our customer in Singapore. The ideal candidate must have strong technical troubleshooting skills, experience supporting enterprise IT environments, and excellent communication skills in both Mandarin and English.

Key Responsibilities

• Provide Level 2 onsite desktop and end-user computing (EUC) support.
• Troubleshoot Windows 10/11, laptops, desktops, printers, and peripheral devices.
• Install, configure, maintain, and troubleshoot hardware and software.
• Support Microsoft 365, Outlook, Teams, OneDrive, and other enterprise applications.
• Troubleshoot network connectivity issues, including LAN, Wi-Fi, VPN, DNS, and DHCP.
• Manage user accounts and permissions through Active Directory and Microsoft Entra ID.
• Perform IMAC/D (Install, Move, Add, Change, and Disposal) activities.
• Support device imaging, OS deployment, patching, and software installations.
• Troubleshoot mobile devices, docking stations, and meeting room equipment.
• Manage incidents and service requests using ITSM tools such as ServiceNow.
• Coordinate with L3 teams, infrastructure teams, and vendors for escalated issues.
• Maintain IT asset inventory and technical documentation.
• Ensure compliance with customer SLAs, security policies, and ITIL processes.
• Provide technical support and communicate effectively with Mandarin-speaking end users.

Required Skills and Qualifications

• Minimum 3 years of hands-on experience in L2 Desktop Support or EUC support.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Experience with Active Directory, Microsoft Entra ID, and Group Policy.
• Working knowledge of TCP/IP, DNS, DHCP, VPN, and network troubleshooting.
• Experience with SCCM/MECM, Microsoft Intune, or similar endpoint management tools.
• Knowledge of ITIL incident, request, and change management processes.
• Experience supporting enterprise users in a corporate environment.
• Strong troubleshooting, analytical, and customer service skills.
• Fluent Mandarin and English communication skills are mandatory.
• Ability to work independently at the customer site.

Preferred Qualifications

• ITIL Foundation certification.
• CompTIA A+, Network+, or Microsoft certifications.
• Experience supporting VIP and executive users.
• Familiarity with macOS and Apple devices.
• Experience with enterprise ITSM platforms.

Working Conditions

• Work Location: Singapore – Customer Site
• Working Hours: Monday to Friday, standard business hours (subject to customer requirements)
• Support Model: Dedicated Onsite L2 Engineer
• Language: Mandarin and English
• Joining: Immediate or as per project requirements