Technical Support Executive – End‑User IT Support

About the role

The Site Services Technician (Technical Support Executive) is a customer‑facing IT support professional responsible for delivering end‑user technology services, workplace technology support, and operational IT assistance across Singapore and Southeast Asia. Reporting to the Territory Manager, the role serves as a critical second‑line support function, ensuring employees can effectively utilize technology while maintaining high service quality and SLA compliance.

Key responsibilities

• Provide hardware, software, network, mobile device, and Microsoft Teams support, including PC break‑fix, conference‑room AV, onboarding/off‑boarding and white‑glove executive support.
• Act as the second‑level escalation point from the Service Desk, managing incidents and requests through ServiceNow or equivalent platforms.
• Maintain accurate documentation, meet SLA targets and coordinate escalations to specialist teams when required.
• Support procurement activities, asset lifecycle management, inventory tracking and local vendor coordination.
• Assist users with acquiring and supporting IT equipment, telecommunications services and mobile devices.
• Conduct user training sessions, promote technology adoption and educate users on best practices.
• Participate in office moves, infrastructure refreshes, software deployments, technology rollouts and testing activities.
• Provide Smart Hands support by working closely with engineering teams, vendors and subject‑matter experts to implement technical solutions.

Required profile

• At least 3 years of corporate IT experience in a desktop or end‑user support role.
• Strong customer‑service orientation with excellent communication and stakeholder‑engagement skills.
• Proven ability to troubleshoot a broad range of workplace technologies and resolve incidents efficiently.
• Capability to balance technical expertise with service‑delivery excellence in a fast‑paced environment.

Required skills

• Windows OS administration
• Microsoft 365 administration
• Microsoft Teams and VoIP support
• Active Directory, Intune and Azure fundamentals
• Enterprise ticketing platforms such as ServiceNow
• Remote support tools
• Basic networking knowledge
• Endpoint support and troubleshooting