Techify Care Hiring! Full Time IT Infrastructure - End User Support Engineer in East Region (Singapore) - Ricebowl

Role: IT Infrastructure & End User Support EngineerJob Summary

Responsible for providing onsite and remote IT support for desktops, laptops, applications, infrastructure, printers, mobile devices, and collaboration technologies. The role will manage ITSM tickets within defined SLAs, provide troubleshooting and break/fix support, and coordinate with OEMs and internal teams for issue resolution.

Key Responsibilities

• Provide L1/L2 desktop, laptop, hardware, and software support for end users.
• Handle OEM coordination, break/fix, hardware repair, upgrades, and replacement activities.
• Perform IMAC (Install, Move, Add & Change) activities for desktops, laptops, printers, and video conferencing devices.
• Install and configure Windows OS, MS Office, Outlook, AVD Client, Lotus Notes, and other approved applications.
• Troubleshoot Windows 10/11, Microsoft Office, Outlook, AVD, antivirus, printers, and peripherals.
• Provide Smart Hands and Infrastructure Hands & Feet support at key locations.
• Perform basic LAN/WAN cable patching and connectivity troubleshooting.
• Provide basic administration support for Active Directory, MS Teams, Exchange, and file-share permissions.
• Support server backup, patch management, and user permissions for infrastructure hosted at Gurgaon, Chennai, and Jhajjar.
• Provide support for audio/video conferencing systems, LCD projectors, and collaboration devices.
• Support iOS and Android devices through the approved MDM solution.
• Perform workstation patching, remediation, endpoint backup, and driver testing.
• Manage backup tape rotation and coordinate off-site tape pickup.
• Diagnose incidents, provide first-call resolution, and escalate unresolved issues as per the defined process.
• Manage tickets through the PC ITSM Toolset, ensuring SLA compliance and proper documentation.
• Maintain a knowledge database and document recurring issues and resolutions.
• Prioritize SLA-based tickets and ensure timely resolution with effective communication to users and support teams.

Required Skills

• Windows Desktop/Laptop troubleshooting
• Hardware break/fix and OEM coordination
• MS Office, Outlook, Teams and Exchange
• Active Directory basics
• AVD Client troubleshooting
• LAN/WAN and basic networking
• Printer and peripheral support
• Video conferencing and collaboration tools
• iOS/Android and MDM support
• ITSM/ticketing tools
• Patch and backup management

Key Competencies

• Strong troubleshooting, customer service, communication, ticket ownership, SLA management, documentation, and coordination skills.