IT Support Engineer (L1/L2)

We are seeking an IT Support Engineer (L1/L2) to support our HQ and multiple outlets across Singapore, with occasional support for Malaysia. This role requires hands-on troubleshooting, strong communication skills, and a practical understanding of cyber hygiene and secure IT practices. You will support end-user devices, POS/clinic systems, Google Workspace, network connectivity, and device lifecycle management, ensuring smooth operations across all locations. Key Responsibilities End-User & HQ Support ● Provide technical support for laptops, desktops, mobile devices, printers, and peripherals. ● Troubleshoot Windows/macOS, Google Workspace, MFA, VPN, and productivity tools. ● Assist with device provisioning, including: Laptop/mobile setup Initial configuration User profile setup Security baseline application ● Handle user onboarding/offboarding, access provisioning, and device preparation. Outlet Support (Singapore & Malaysia) ● Support POS systems, label/receipt printers, barcode scanners, tablets, and operational hardware used in retail or clinic environments. ● Perform remote and on-site troubleshooting for outlet operations. ● Coordinate with vendors for hardware replacement, cabling, and site maintenance. ● Conduct routine outlet system health checks. Security & Cyber Hygiene ● Apply good security practices in daily operations (MFA, patching, secure configurations). ● Ensure proper device sanitisation, data scrubbing, and secure disposal procedures. ● Follow internal security guidelines and escalate suspicious activity when needed. ● Maintain a “security-aware” mindset when handling systems and user access. Network &Infrastructure ● Troubleshoot basic network issues (Wi-Fi, DHCP/DNS, VLANs, router/switch/AP issues). ● Assist with new outlet deployments: network setup, device configuration, POS installation. ● Escalate complex issues to L3 or vendors while maintaining ownership. Systems Administration ● Manage Google Workspace accounts, groups, policies, and basic security settings. ● Familiarity with MDM/RMM/Endpoint management. ● Assist to maintain asset inventory and device lifecycle documentation. ● Assist to maintain SOPs, troubleshooting guides, and deployment checklists. Incident & Service Management ● Log and resolve service requests. ● Identify recurring issues and propose improvements. ● Communicate clearly with stakeholders during outages or incidents. ● Familiarity with ITIL processes will be a plus. Requirements Technical Skills ● 1-2+ years of IT support experience (L1/L2). ● Strong knowledge of Google Workspace administration. ● Basic understanding of Azure Entra ID, ZTNA, NinjaOne and ABM will be preferred. ● Experience supporting POS or operational hardware in retail/clinic environments will be preferred. ● Knowledge of Jira Service Management will be a plus. ● Good foundation in networking fundamentals. ● Knowledge on device sanitization, secure disposal, and data scrubbing. ● Understanding of cyber hygiene and secure IT practices. Soft Skills ● Strong communication and customer-service mindset. ● Ability to work independently across multiple sites. ● Calm under pressure, especially during outlet downtime. ● Strong sense of ownership and accountability. Other Requirements ● Willingness to travel to outlets across Singapore. ● Ability to support after-hours incidents or deployments (rotational standby).