ICT Operations Support Engineer - #1626
Key Responsibilities
ICT Operations & Service Request Management
Raise, track, and manage ICT service requests, incidents, and operational support activities.
Coordinate with internal stakeholders, managed service providers, and vendors to fulfil requests within agreed SLAs.
Review and validate service request submissions, approvals, and fulfilment evidence.
Monitor request backlog, follow up on outstanding requests, and escalate service delivery issues where necessary.
Maintain accurate records and audit trails for operational activities.
IT Administration & User Support
Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.
Support user onboarding, offboarding, and access management processes.
Manage user accounts, shared mailboxes, distribution lists, licences, and security groups.
Coordinate endpoint provisioning, software installation, and workplace technology support.
Vendor & Service Delivery Management
Act as the liaison between the organisation and ICT service providers.
Monitor vendor performance against agreed SLAs and KPIs.
Review service reports and validate completed work before acceptance.
Participate in operational and service review meetings.
Governance, Security & Compliance
Support ICT governance, audit, risk management, and cybersecurity activities.
Conduct periodic access reviews and support compliance exercises.
Ensure ICT processes and documentation remain current and audit-ready.
Asset & Operations Support
Maintain ICT asset inventory and software licence records.
Support asset verification, refresh, replacement, and disposal activities.
Assist in incident management, problem management, and operational reporting.
Requirements
Qualifications
Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
Experience
Minimum 2 years of experience in IT operations, IT administration, service management, or infrastructure support.
Experience supporting Microsoft 365 and workplace technologies.
Experience working with vendors and managed service providers.
Familiarity with IT service management processes and tools.
Preferred Experience
Experience working within the Singapore Government ICT environment.
Familiarity with WOG ICT processes, governance, and support models.
Experience using government ICT support portals such as ITSM Portal, SGMail Administration Portal, and EUSS Portal.
Experience supporting user provisioning, access management, email administration, and workplace technology services.
Key Competencies
IT Administration
Service Request Management
Vendor Coordination
Customer Service Excellence
Stakeholder Management
Problem Solving and Analytical Skills
Attention to Detail
Operational Governance and Compliance
Communication & Interpersonal Skills