Technical Support Engineer - Private Client Services

About the role

Mercer's Private Client Services (PCS) is looking for a Technical Support Engineer based in Singapore to provide first-line support for end-user computing, office network infrastructure and workplace technology. The role supports the establishment of the new Singapore office and helps develop effective IT service management practices.

Key responsibilities

• Provide first-line technical support to end users covering hardware, software, connectivity and workplace technology.
• Support the setup and ongoing operation of the Singapore office's IT infrastructure, including network infrastructure, server room facilities, meeting room audio-visual systems and video conferencing equipment.
• Manage the user and device lifecycle, including onboarding, offboarding, account and access provisioning, software deployment and IT asset management.
• Help establish and maintain IT service management practices, including incident, change and configuration management, documentation and continuous service improvement.
• Liaise with IT vendors and service providers on procurement, maintenance, incident resolution and technology initiatives.
• Provide remote technical support to regional offices as required and keep accurate records of IT assets, configurations, incidents and support activities.

Required profile

• Diploma or higher in Information Technology, Computer Science or a related discipline.
• Relevant experience in end-user support, helpdesk, desktop support or a similar IT support role.
• Strong problem-solving, communication and interpersonal skills, with a proactive, dependable approach and a sense of ownership.
• Ability to work with users, vendors and regional IT teams; experience supporting a new office setup or working in a regional or multinational environment is an advantage.

Required skills

• Strong working knowledge of Windows, Microsoft 365, computer hardware and common business applications.
• Working knowledge of networking concepts and infrastructure, including LAN, Wi-Fi, switches, firewalls and remote access technologies.
• Advantages: experience with AV and video conferencing equipment, server room operations, IT asset management, patch management, IT service management tools and cloud environments (preferably Microsoft Azure).