IT Service Desk Engineer

Job Description

We are looking for a Level 1.5 IT Service Desk Engineer with technical experience and strong troubleshooting skills to handle IT support tickets for clients based in Singapore. This position focuses on Microsoft 365 technologies, particularly Microsoft Intune, Microsoft Entra ID, and Windows 365, as well as general IT support needs. The candidate is expected to analyze, troubleshoot, and resolve most tickets independently, and to know when an issue should be escalated to the Level 2 or Level 3 team.

Key Responsibilities

1. Administer Microsoft Intune - device enrollment, compliance policies, application deployment, and day-to-day troubleshooting of managed devices
2. 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)
3. 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
4. Support Azure RBAC under L2/L3 guidance - reviewing and requesting access changes for users (role design and assignment ownership sits with L2/L3)
5. 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
6. Write and maintain clear documentation - SOPs and runbook notes from tickets handled

Qualifications and Requirements

1. Minimum education: Diploma (D1/D2/D3), in accordance with company requirements
2. 1-3 years of work experience in IT Support, IT Service Desk, Microsoft 365 Administration, or Windows Administration
3. Practical understanding and hands-on experience with Microsoft 365, Microsoft Intune, and Microsoft Entra ID
4. Understanding of the basics of device management, user accounts, access rights, and Multi-Factor Authentication (MFA)
5. Troubleshooting skills for the Windows operating system, laptops, desktops, printers, and peripheral devices
6. Understanding of basic computer networking, including LAN, Wi-Fi, routers, switches, and VPN
7. Familiarity with collaboration platforms such as Google Workspace is a plus
8. Able to handle and resolve IT tickets independently, and understands the escalation process to the Level 2 or Level 3 team
9. Good spoken and written English, as you will communicate directly with clients in Singapore
10. Strong analytical, problem-solving, documentation, and customer service skills
11. A stable internet connection for working remotely
12. Able to work independently and adapt to a dynamic work environment

Certifications (Added Advantage)

1. Microsoft 365 Certified: Fundamentals (MS-900)
2. Microsoft 365 Certified: Endpoint Administrator Associate (Exam MD-102)
3. Microsoft Certified: Identity and Access Administrator Associate (Exam SC-300)
4. Microsoft 365 Certified: Administrator Expert (Exam MS-102)
5. Azure Fundamentals (AZ-900)
6. Security, Compliance & Identity Fundamentals (SC-900)

Benefits

1. Remote work / Work From Home (WFH)
2. BPJS Kesehatan (national health insurance)
3. BPJS Ketenagakerjaan (employment social security)
4. Additional benefits are provided after completing the 3-month probation period
5. Opportunity to develop technical skills in Microsoft 365, cloud services, and modern workplace technology