IT Support Engineer

Salary: $5,500 – $6,000 per month

About the role

Velocity Technology (VT) is looking for a client-facing Support Engineer to join our Singapore team. This role sits at the front line of day-to-day technical support for our regulated-industry clients (financial services, legal, and professional firms), with the opportunity to grow into project and process work as part of a small, high-trust team.

You will be the first point of contact for many of our clients' end users, resolving day-to-day issues, escalating where needed, and helping keep our support processes sharp and consistent. This is a great fit for someone who enjoys variety, likes working directly with people, and wants to build toward broader project delivery and process ownership over time.

Key responsibilities

• Act as a professional, calm, and capable point of contact for client end users via phone, email, and ticketing system
• Diagnose and resolve day-to-day IT support requests (M365, endpoint, network, printing, access/permissions, common application issues)
• Manage ticket queues to agreed SLAs, keeping clients informed of progress and next steps
• Escalate complex issues to senior engineering or the IT Manager with clear, well-documented context
• Follow and help refine VT's support playbooks, escalation paths, and documentation standards
• Maintain accurate, up-to-date records in the ticketing/PSA system and client documentation platform
• Identify recurring issues and suggest process or knowledge-base improvements
• Support onboarding of new clients and new starters at existing clients (account setup, device provisioning, access reviews)
• Assist with small to medium client projects (M365 migrations, licensing changes, device rollouts, security configuration changes) under the direction of the IT Manager or project lead
• Contribute to project documentation - checklists, work packages, status updates

About you

• 2+ years in an IT support or service desk role, ideally within an MSP or client-services environment
• Strong client-facing communication skills - confident, professional, and clear with non-technical users
• Solid working knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive, basic Entra ID/Azure AD administration)
• Comfortable with Windows endpoint troubleshooting, basic networking concepts, and common business applications
• Good ticket/documentation discipline - able to write clear, useful notes under time pressure
• Based in or able to work from Singapore; comfortable with occasional on-site client visits
• Desirable: Exposure to project coordination or PRINCE2/Agile-style ways of working
• Desirable: Experience with PSA/RMM tooling (e.g. ConnectWise, Autotask, NinjaOne, or similar)
• Desirable: Familiarity with security/compliance basics relevant to regulated clients (MFA, conditional access, data governance)
• Desirable: Prior experience supporting financial services, legal, or professional services clients

About us

Velocity Technology (VT) is a technical and client-facing team operating across Hong Kong, Singapore, Kuala Lumpur, Bangkok, and London.