This role is based in the Singapore office and is responsible for providing reliable on-site and IT support to the local office and selected APAC users. This role also provides backup IT support during leave periods for the Shanghai office and works closely with the broader APAC IT team to ensure shared coverage and cross-market collaboration.
The primary focus of the role is desktop-level and office IT support, ensuring stable daily operations, smooth meeting experiences, and timely user assistance.
In addition, the role includes opportunities to contribute to knowledge base development and AI-related content and data preparation, supporting the broader IT digitalization initiatives across the APAC region.
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Key Responsibilities
1. On-site & Remote IT Support (Approx. 80%)
• Provide day-to-day IT support for the Singapore office, including desktops, laptops, mobile devices, meeting rooms, printers, and office networks.
• Support users remotely across selected APAC locations as assigned.
• During periods when IT support colleagues are on leave, provide backup remote IT support for Greater China users to ensure continuity of support across the entire APAC team.
• Handle incidents, service requests, and basic troubleshooting related to:
o End-user devices (Windows/macOS)
o Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
o Meeting room AV systems (Teams Rooms / Zoom Rooms where applicable)
o Network connectivity (Wi-Fi, VPN, basic LAN issues)
• Coordinate with vendors, building management, and corporate IT teams (including US-based teams) when required.
• Maintain basic IT asset records and support onboarding/offboarding activities.
• Follow standard IT processes, escalation paths, and documentation requirements.
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2. Knowledge Base & AI Content Support (Approx. 20%)
• Document common IT issues, resolutions, and operational procedures into the IT knowledge base.
• Prepare structured content (FAQs, SOPs, screenshots, simple walkthroughs, or short recordings) to support self-service and automation initiatives.
• Assist in organizing and categorizing support data (issue types, frequency, recurring pain points).
• Participate in user acceptance testing (UAT) and provide feedback for AI-based support tools or digital workflows.
Note: This role does not require ownership of AI platform delivery, automation development, or system governance.
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Career Development & Growth Opportunity
While this role is primarily focused on on-site and remote IT support, it also provides exposure to knowledge base development and AI-related content and data preparation.
After the onboarding period, the scope of knowledge base and AI contributions may be expanded based on operational stability and individual performance.
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Required Qualifications & Skills
Technical Skills
• 2–5 years of experience in desktop support, IT support, or a similar role.
• Solid knowledge of Windows and/or macOS operating systems.
• Hands-on experience with Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint).
• Basic understanding of networking concepts (LAN, Wi-Fi, VPN).
• Familiarity with endpoint management tools (e.g., Intune, MDM) is a plus.
• Experience supporting meeting room AV systems is an advantage.
Professional & Personal Skills
• Strong problem-solving and troubleshooting mindset.
• Good documentation habits and attention to detail.
• Ability to work independently while collaborating with remote teams.
• Clear communication skills and a service-oriented attitude.
• Willingness to learn and contribute beyond routine support tasks.
Language Requirement
• Fluent in both English and Chinese (spoken and written).
Able to support users and documentation in a bilingual working environment.
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Probation Period
The position includes a probation period In accordance with company policy, during which performance will be evaluated based on:
o Technical support quality and responsiveness
o Operational stability and collaboration
o Documentation quality and knowledge-sharing contribution
