Title: IT Field Support
Department: I&O
Team: Field Engineers
Location: Singapore
Reports to: Regional I&O Manager

The IT Field Support Specialist is the primary point of contact for end users across the region, delivering responsive, customer focused IT support both remotely and on-site. Acting as the face of IT, this role resolves incidents and service requests across the full spectrum of end-user technology, such as devices, applications, connectivity, and peripherals, while ensuring a consistently professional user experience.

The specialist bridges first-line service desk operations and hands-on field support, handling escalations that require physical intervention, site visits, or deeper technical troubleshooting.

The role contributes to proactive service improvement by identifying recurring issues and feeds insights into problem management.

The specialist supports Infrastructure projects such as rollouts, migrations, and site refreshes.

This role suits a technically versatile professional who combines strong diagnostic skills with excellent interpersonal abilities and takes ownership of issues through to resolution.

Competencies

·       Strong technical troubleshooting skills and analytical mindset

·       Solid understanding of ITSM and process discipline

·       Customer orientated and able to communicate clearly

·       Takes ownership

·       Ability to work under pressure

·       Eager to learn and to adapt to new technologies

Key Responsibilities

• Incident & Service Request Handling: Log, triage, prioritize, and resolve incidents and service requests in line with ITIL practices and agreed SLAs, ensuring accurate categorization, timely user updates, and clean ticket closure in the ITSM platform (ServiceNow).
• Deskside & Field Device Support: Provide remote support for laptops, desktops, mobile devices, and peripherals, including hardware and software diagnostics.
• Software & Application Support: Hands-on or remotely install, configure, update, and troubleshoot operating systems (Windows 11), M365 and O365 applications, and business applications.
• First-Line IAM Administration: Execute routine identity and access tasks such as account provisioning, password resets, MFA enrolment, and access changes.
• Connectivity Troubleshooting: Diagnose and resolve first-line network issues (LAN, WAN, Wi-Fi, remote access), perform basic patching and physical network tasks remotely or on-site, and escalate to infrastructure teams where needed.
• Knowledge & Problem Management Contribution — Create and maintain knowledge articles, identify recurring incidents and shift-left opportunities, and surface root-cause patterns from the front line into problem management.
• Project & Rollout Support: Participate in IT projects such as hardware refreshes, site setups, migrations, and application rollouts, providing remote and on-site implementation assistance and end-user support.
• Audit Support: Assist internal audits through centrally defined checklists.
• International Collaboration: Work with support teams across the region and around the globe.

Training & Certifications

Required:

·       ITIL4 Foundation

·       Microsoft Certified: M365 Fundamentals(MS-900) or Modern Desktop Administrator (MD-102) or Azure Fundamentals (AZ-900)

·       CompTIA A+ (or equivalent)

Desired:

·       CompTIA Network+ (or equivalent)

·       CompTIA Security+ (or equivalent)

·       Cisco CCST or CCNA

·       ServiceNow ITSM Fundamentals