ML Systems Integrator Pte Ltd – IT Helpdesk Support (Senior)

ML SYSTEMS INTEGRATOR PTE LTD
since 2015 SME company in Singapore
IT company which provide a wide range of IT support services and hardware procurement solutions.
location : Central area
size : less than 50pax
working date : Mon-Fri 9am-6pm (onsite), Sat 9am-1pm (mostly wfh and flexible hours)

Key Requirements & Qualifications
Experience: with at least 2 years operating at a Tier 2 level

Technical Mastery:
• OS Support: Deep understanding of Windows Server, macOS, and Linux administration.
• Networking: Proficiency in TCP/IP, DNS, DHCP, VLANs, VPNs, and firewall management.
• Cloud & Tools: Strong command of Microsoft 365 Admin Center, Azure Active Directory / Entra ID, and cloud infrastructure.
• Ticketing Systems: Hands-on experience with ITSM platforms like Jira, ServiceNow, Zendesk, or Freshservice.

Key Responsibilities
1. Advanced Incident Resolution & Technical Escalations
• Act as the second line of escalation for technical issues that cannot be resolved by Tier 1 Helpdesk staff.
• Perform root-cause analysis (RCA) on persistent hardware, software, OS, and network failures to prevent recurring issues.
• Troubleshoot complex Windows/Mac/Linux environments, active directory issues, and enterprise software suites.
• Manage ticket queues, ensuring strict adherence to Service Level Agreements (SLAs) and timely resolution updates.

2. System Administration & Infrastructure Maintenance
• Manage user administration, Group Policies, and access rights across Microsoft 365, Active Directory, and Google Workspace.
• Monitor, maintain, and configure local network infrastructure, including firewalls, switches, routers, VPNs, and wireless Access Points (APs).
• Manage cloud platforms (e.g., AWS, Azure) and virtual environments (e.g., VMware, Hyper-V).
• Oversee data backup, system disaster recovery procedures, and patch management routines.

3. Security, Compliance & Asset Operations
• Enforce endpoint cybersecurity policies, including endpoint detection (EDR), antivirus configurations, and Multi-Factor Authentication (MFA) setups.
• Conduct hardware diagnostics, server deployments, and OS imaging for corporate devices.
• Maintain accurate documentation for network topologies, IT inventory, system standard operating procedures (SOPs), and internal knowledge base articles.
• Manage third-party technology vendors, internet service providers (ISPs), and equipment suppliers for warranty claims or service outages.