IT SUPPORT ENGINEER

TDCONNEX EASTERN PTE. LTD.

Key Responsibilities

Provide first- and second-line support via phone, email, ticketing system, and in person.
Troubleshoot hardware, software, OS, and network connectivity issues.
Support Windows, macOS, Linux, and Microsoft 365business applications.
Escalate complex issues to senior engineers or regional IT teams as needed.

Manage end-to-end IT onboarding — workstation setup, account creation, software provisioning, and system access.
Handle IT offboarding — revoking access, recovering assets, and disabling accounts across all platforms.
Coordinate door access card activation/deactivation with HR and building management.
Conduct IT orientation sessions for all new hires.

Maintain and troubleshoot conference room AV systems (Zoom Rooms, Teams Rooms, projectors, displays).
Manage network infrastructure (LAN/WAN, Wi-Fi, VPN, switches, firewalls) and liaise with ISP for connectivity issues.
Coordinate with facilities for cabling, electrical, UPS, and server room upkeep.
Support hot-desking and hybrid work setups (docking stations, shared peripherals).

Maintain a complete IT asset register — tracking assignments, warranties, and lifecycle for all HQ devices.
Manage software licensing, SaaS access provisioning, and renewals.
Liaise with local IT vendors on hardware repairs, maintenance contracts, and procurement quotations.

Enforce endpoint security policies — antivirus, disk encryption, OS patching, and MDM for mobile devices.
Support IT audits, access reviews, and compliance documentation.
Maintain backup systems and contribute to the Singapore IT Disaster Recovery plan.
Document IT runbooks, SOPs, and maintain a local IT knowledge base.

Prepare monthly IT reports on ticket volumes, SLA performance, and asset status.
Participate in regional IT meetings to align HQ operations with China and India teams.

Minimum Diploma in Computer Science, IT, or related field, or equivalent work experience.
1-3 years of experience in IT support / helpdesk role.
Strong knowledge of Windows and/or macOS operating systems.
Familiarity with Active Directory, Microsoft 365, and remote support tools.
Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
Strong troubleshooting and problem-solving skills.
Excellent communication and customer-service skills.
Proficiency in Mandarin is required to liaise directly with our China-based IT team on technical matters.

Industry certifications such as CompTIA A+, Network+, Microsoft (MD-102 / Azure), ITIL, or CCNA.
Experience with ticketing systems (e.g., Jira, ServiceNow, Freshservice, Zendesk).
Knowledge of cloud platforms(Azure, AWS, Google Workspace).
Experience supporting remote/hybrid work environments.

Patience and a customer-first attitude.
Ability to prioritize and manage multiple tasks under pressure.
Strong attention to detail and documentation habits.
Able to manage priorities independently while collaborating effectively across regional teams.
Willingness to learn and adapt to new technologies.

May require occasional on-call support, after-hours work, or travel between office locations.
Occasional lifting of IT equipment (up to 15 kg) may be required.
Act as a bridge for communication and coordination between the China and India IT teams, facilitating smooth collaboration across regions and time zones.