Muslimin Trust Fund Association – IT Executive

Role Overview

We are looking for a proactive, detail-oriented IT Support Executive to deliver reliable day-to-day IT operations and Level 1 support across MTFA locations in Singapore (HQ, DI/DIL, IKCs, IC, IEH/childcare). You will manage incident resolution, keep tickets and knowledge tidy, handle device and account lifecycle, and ensure smooth onboarding/offboarding so staff can work securely and without friction. You’ll operate under the IT head and partner closely with the IT Operations Executive (L2/L3).

Key Responsibilities:

1. Incident & Ticket Management

• Respond promptly to user tickets via portal/chat/phone and provide clear updates through to closure.

• Triage and resolve L1 incidents (workstations, standard apps, printing/Wi-Fi); escalate to L2/L3 per runbook.

• Log every case in the ITSM platform with accurate category/priority, SLA timer, and resolution notes (link a knowledge article where applicable).

2. IT Asset & User Support (Singapore sites)

• Manage laptops/desktops, peripherals, and loaners; coordinate repair/RMA when required.

• Enrol, configure, and troubleshoot endpoints using the endpoint-management platform (MDM) in line with policy.

• Reimage/re-enrol devices to restore compliance or during tech refresh.

3. User Onboarding & Offboarding (Identity & Access)

• Execute standard account and access tasks in the collaboration/identity suite via runbooks (joiners, movers, leavers).

• Conduct IT onboarding for productivity and collaboration tools.

• Secure offboarding: disable accounts, revoke sessions/MFA as required, reclaim licenses, back up user data per SOP, and wipe/re-provision devices.

4. Documentation & Reporting

• Document technical issues, resolutions, and maintenance activities.

• Prepare periodic IT support reports for management review.

• Maintain updated records of configurations, procedures, and user manuals.

5. Daily & Weekly Operations

• Monitor endpoint compliance (encryption, patch status, MDM policies) and perform basic network health checks (Wi-Fi/printing/meeting rooms).

• Maintain the IT asset register and accurate device/user records.

• Surface recurring issues and propose quick fixes; keep end-user knowledge-base articles current.

6. General IT Support

• Perform basic connectivity triage (device/app/Wi-Fi symptoms); escalate persistent LAN/VPN issues to L2/L3 with clear notes.

• Provide on-site support across MTFA locations and events when needed.

Core Skills

• Comfortable using computers and smartphones (installing apps, basic settings, printing).

• Clear, friendly communication and strong customer-service mindset.

• Structured problem-solving: identify the issue, follow steps, document what you tried, confirm resolution.

• Able to learn new digital tools quickly; follow checklists/runbooks accurately.

• Good record-keeping and documentation (notes, guides, simple screenshots).

• Team player who can manage priorities and follow up until tasks are closed.

Qualifications & Requirements

• ITE or Diploma in any discipline (or equivalent experience).

• IT experience useful but not required — fresh grads welcome; training provided.

Nice to have (we’ll train if you don’t have these yet)

• Basics of user accounts and shared folders/resources.

• Familiarity with ticketing/helpdesk tools and remote support.

• Simple network triage: distinguish device/app vs. network issues; check IP/config; run a quick connectivity test (e.g., ping/speed).

• Comfort with office productivity tools (docs, spreadsheets, slides).

• Curiosity to learn new technologies and simple automation (e.g., following a script or template) to improve repeatable tasks.

Working Conditions

• May require occasional after-hours or weekend support for system maintenance or urgent troubleshooting.

• Some travel between different work sites may be required.