Junior IT Support Specialist

• Monitor and manage IT support queues, ensuring tickets are appropriately prioritised and addressed.

• Record, categorise and triage incoming support requests based on priority, impact and urgency.

• Provide initial troubleshooting and resolution for common hardware, software, system, account and connectivity issues.

• Respond to user enquiries and provide clear, timely and professional technical assistance.

• Gather relevant information from users to support effective troubleshooting and escalation.

• Follow up with users, vendors and internal support teams to progress outstanding issues.

• Maintain accurate ticket records, including troubleshooting actions, ownership, and status updates.

• Monitor assigned tickets and ensure compliance with agreed service levels and escalation procedures.

• Confirm issue resolution with users before closing support tickets.

• Identify recurring technical issues and contribute to troubleshooting guides, knowledge articles, and process improvements.

• Escalate complex, security-sensitive, high-impact or unresolved issues to the appropriate support teams, vendors or IT management.

2) End-User Support, Onboarding & IT Asset Management

• Prepare, configure, and deploy laptops, peripherals, user accounts, and applications for new employees.

• Provide initial IT onboarding support, including Microsoft 365 access, account setup, and multi-factor authentication (MFA).

• Coordinate the allocation, handover, transfer, collection and return of IT equipment.

• Maintain accurate IT asset records, including device details, status, location and assigned users.

• Support employee offboarding by coordinating equipment recovery and updating asset records.

• Conduct regular IT asset audits and stocktakes, ensuring accurate inventory records and sufficient equipment availability.

• Assist with IT equipment procurement, order tracking, receiving, asset registration, repairs and warranty management.

• Provide basic technical support for workplace devices, printers, peripherals and meeting room technologies.

3) IT Services Administration and Access Management

• Process approved user access requests, modifications and removals in accordance with established IT procedures.

• Administer basic SharePoint permissions, Microsoft Teams memberships and Microsoft 365 groups.

• Support shared mailboxes, distribution lists, mailbox access and calendar permissions.

• Assist with account setup and access management for employees, dealers and authorised external users.

• Troubleshoot basic account, permission and email access issues.

• Maintain accurate access records and escalate complex or security-sensitive requests when required.

4) Documentation and Knowledge Base Management

• Develop and maintain IT user guides, standard operating procedures and support documentation.

• Document common technical issues, troubleshooting steps and resolutions.

• Create and update knowledge base articles within the IT support system.

• Contribute to continuous improvement initiatives to enhance IT support efficiency and user experience.

Key Requirements

Qualification

• Bachelor's degree in Information Technology, Computer Science, Information Systems or a related discipline.

• Equivalent relevant industry experience will also be considered.

• Relevant IT certifications are highly regarded.

Essential

• Previous experience in IT technical support, service desk or desktop support.

• Hands-on experience supporting Microsoft 365 applications, including Teams, SharePoint and OneDrive.

• Experience troubleshooting basic network connectivity issues, including Wi-Fi, VPN and LAN.

• Experience supporting Windows devices, laptops, printers, peripherals and meeting room technologies.

• Basic understanding of backup, recovery and disaster recovery procedures.

• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve common technical issues.

• Good organisational skills and attention to detail, with the ability to manage multiple support requests and priorities.

• Strong communication and customer service skills, with the ability to work effectively with diverse stakeholders and international support teams.

Desirable

• Bilingual proficiency in English and Mandarin.

• Familiarity with IT service management (ITSM) systems and ticketing processes.

• Knowledge of IT asset management and user access administration.

HOW TO APPLY