Job description for Level 1.5 IT Service Desk Engineer at PT Anugrah Citra Teguh
About us
We are a growing Managed Service Provider (MSP) headquartered in Singapore, with an operations team based in Indonesia. We support small and mid-sized businesses across the region with IT infrastructure, cloud services, cybersecurity, and helpdesk support. Our team of eight is tight-knit and moves fast.
Role overview
We're hiring a Level 1.5 IT Service Desk Engineer to independently own a support queue for our Singapore-based clients. Most of what comes through that queue is Microsoft 365 - Intune, Entra ID, Windows 365 - which is where the specialization sits, but you'll also handle general IT support requests as they come up, so the role holds up even as the specific tools our clients use change over time. This sits between first-line (L1) triage and advanced (L2/L3) engineering: you resolve the majority of tickets yourself and know exactly when and to whom to escalate the rest.
Key responsibilities
- Administer Microsoft Intune - device enrollment, compliance policies, application deployment, and day-to-day troubleshooting of managed devices
- Support Microsoft Entra ID identity and access - user and group administration, MFA setup and troubleshooting, and supporting Conditional Access issues raised by users (policy design sits with L2/L3)
- Triage Windows 365 Cloud PC issues - performance and connectivity first-line diagnostics (session checks, resource-allocation review, basic network path checks), escalating deep root-cause work to L2/L3
- Support Azure RBAC under L2/L3 guidance - reviewing and requesting access changes for users (role design and assignment ownership sits with L2/L3)
- Provide general IT support - hardware troubleshooting for laptops, desktops, printers, and other peripherals; basic network troubleshooting (LAN, Wi-Fi, routers, switches, VPN connections); supporting other collaboration platforms clients use alongside or instead of Microsoft 365, such as Google Workspace; IT asset inventory and ticketing
- Write and maintain clear documentation - SOPs and runbook notes from tickets handled
Required skills and experience
- 1-3 years of hands-on Microsoft 365 / Windows administration experience (this is a 1.5 role, not a straight L2)
- General comfort with day-to-day IT support - hardware (laptops, printers, peripherals), basic networking (LAN, Wi-Fi, routers), and familiarity with other collaboration platforms such as Google Workspace
- Comfortable independently triaging and closing tickets, and equally comfortable recognizing when something needs to go to L2/L3 rather than pushing through it alone
- Clear written and spoken English - you'll be corresponding directly with Singapore-based client contacts
- Stable internet connection at your remote work location
Nice to have
- Microsoft certifications: MD-102 (Endpoint Administrator), AZ-900 (Azure Fundamentals), SC-900 (Security, Compliance & Identity Fundamentals)
What we offer
- Competitive salary benchmarked to Indonesian mid-market tech rates
- Fully remote - work from anywhere in Indonesia
- Ownership of a meaningful technical area from day one
- Real scope to grow: this role is intended to evolve as the company grows
- Hands-on experience with modern workplace technology (Microsoft Intune, Entra ID, Windows 365) across multiple Singapore-based client environments
How to apply
Please include a short (3-5 sentence) note in your application describing a support ticket you resolved that you're proud of, and why. Applications without this note will not be progressed.
