Senior End-User Support Engineer (L3)
Job Title: Senior End-User SupportEngineer (L3)
Monthly Salary: $8,500 - $11,000 SGD
Location: Singapore
Employment Type: Full-time, Permanent
Roles & Responsibilities
- Act as the highest level of escalation for complex end-user computing incidents (OS, application, network, access issues)
- Own the Problem Management process - conduct root cause analysis (RCA) for recurring incidents
- Lead post-incident reviews and drive permanent fixes to reduce ticket volumes
- Design and maintain knowledge base articles for L1/L2 support teams
- Mentor and provide technical guidance to junior support engineers
- Collaborate with engineering teams (EUC, Network, Security) to resolve cross-domain issues
- Proactively identify areas for automation and efficiency improvements in support processes
- Manage major incident bridges and coordinate with multiple teams for resolution
- Create PowerShell scripts to automate repetitive support tasks
- Review change requests impacting end-user computing environment
- Prepare weekly incident trend reports for IT management
- Act as the final approval point for complex technical solutions
Job Requirements
- Bachelor's Degree in Information Technology, Computer Science, or equivalent experience
- Minimum 7 years of experience in end-user support, with at least 2 years at L3 level
- Deep expertise in Windows OS internals, registry, group policy, and troubleshooting
- Advanced knowledge of Intune, Azure AD, and Microsoft 365 administration
- Strong scripting skills in PowerShell and/or Bash
- ITIL v4 Managing Professional certification required
- Microsoft 365 Certified: Endpoint Administrator Associate preferred
- Excellent analytical and problem-solving skills with attention to detail
- Proven ability to remain calm under pressure during major incidents
- Singaporeans and PRs are encouraged to apply.
