IT Technician

Responsibilities:

End-User Device Support

• Troubleshoot and resolve issues with Windows laptops and desktops, monitors, docking stations, mobile devices, printers, scanners, headsets, and other standard peripherals.

• Provide best-effort support for Mac devices, where applicable.

• Perform hardware repairs, replacements, or coordinate warranty/service vendor support as needed.

• Reimage, upgrade, configure, retire, and dispose of devices in accordance with company procedures and e-waste requirements.

Asset and Inventory Management

• Maintain local inventory of end-user devices, loaners, spare equipment, and consumables.

• Update asset records in ServiceNow or other approved asset systems.

• Conduct inventory audits and reconcile discrepancies.

• Manage device lifecycle activities including deployment, swap, return, and retirement.

Onboarding and Offboarding

• Support first-day setup for new employees and contractors, including hardware, accounts, and access readiness.

• Coordinate retrieval of equipment and ensure proper deprovisioning during employee or contractor exits.

• Follow offboarding checklists to ensure compliance, asset recovery, and timely closure of access requests.

Meeting, Event, and Executive Support

• Provide technical support for conference rooms, town halls, VIP visits, and site events.

• Assist with meeting room AV, collaboration tools, Teams/Zoom setup, and related troubleshooting.

• Escalate advanced AV or telepresence issues to the appropriate support team or vendor.

Smart Hands for Infrastructure Teams

• Act as the onsite physical support resource for Network, Server, Telecom, and other BTS teams.

• Perform approved tasks such as power cycling equipment, swapping components, verifying indicators, or escorting vendors.

• Follow instructions from expert teams and escalate issues beyond onsite scope.

Local IT Administration

• Maintain local runbooks, site knowledge articles, contact lists, and support documentation.

• Help keep IT spaces secure, organized, and compliant with local policy.

• Support local IT projects such as office moves, conference room setup, hardware refreshes, or site expansions.

Ticket and Service Management

• Manage incidents, service requests, tasks, and changes in ServiceNow.

• Maintain accurate notes, updates, resolution details, and time entries.

• Monitor queue health, respond to alerts, and ensure tickets are acted on within expected timeframes.

• Follow IT change management and approval processes for work requiring formal change control.

Collaboration and Escalation

• Work closely with the Service Desk, other BTS support teams, regional leaders, and approved vendors.

• Escalate issues appropriately when problems fall outside scope, access, or expertise.

• Provide clear updates to users and stakeholders throughout issue resolution.
  Partner with the Site Service Leader or regional manager on operational priorities,

• escalations, and process gaps.

Compliance, Safety, and Security

• Complete all required onboarding, security, and site-specific training before working independently.

• Follow company security, confidentiality, and data protection requirements.

• Adhere to EHS, GMP, GxP, and site-specific procedures when supporting regulated environments.

• Maintain audit-ready documentation and comply with all local and enterprise policies.

• Handle more complex and escalated incidents independently, including recurring and multi-user issues, and drive them to resolution

• Act as a point of contact for Site Service Technician I and provide day-to-day guidance and knowledge sharing.

• Lead or coordinate local projects such as office moves, hardware refreshes, and conference room setups.

• Contribute to improving runbooks, knowledge articles, and site support processes.

Requirements:

• 3+ years’ Experience providing deskside or end-user IT support in a corporate environment.

• Strong troubleshooting skills for Windows devices, peripherals, and standard workplace technologies.

• Familiarity with ITSM tools such as ServiceNow.

• Experience with asset tracking, device deployment, and lifecycle support

• Ability to communicate effectively with users, peers, leadership, and vendors.

• Strong customer service mindset and professionalism.

• Ability to follow procedures, maintain documentation, and work within compliance requirements.

• Willing to work in Tuas.

Contract Duration: 12 months