Tier-2 IT Support Engineer

We are looking for a dedicated Tier-2 IT Support Engineer to support APAC users. The role focuses on providing timely, professional IT support in line with company policies and SLAs, including hardware support, onboarding/offboarding, ITSM ticket handling, and workplace IT maintenance.

Seniority: Mid-level (Tier-2, ~2–4 years hands-on desktop/field support experience)

Core Responsibilities

1. IT Support & Hardware Maintenance

● Troubleshoot and repair hardware issues (laptops, docks, monitors, peripherals, cables) 

● Maintain and support end-user workstations 

● Manage setup and maintenance of docking stations, screens, and accessories 

2. ITSM & Ticket Management

● Handle IT support requests via client ITSM system 

● Ensure SLA compliance and timely resolution of tickets 

● Maintain daily service reporting (ticket volume, SLA performance, user feedback) 

3. Onboarding & Offboarding

● Prepare and configure laptops for new hires 

● Perform user account setup and access provisioning 

● Manage employee offboarding, including device recovery and access removal 

4. AV & Meeting Room Support

● Provide support for conference room AV systems 

● Troubleshoot meeting room connectivity and equipment issues 

5. Infrastructure & Network Room Support

● Perform basic network room maintenance under client guidance 

● Assist with connectivity-related troubleshooting (basic level) 

6. IT Asset & Inventory Management

● Maintain IT asset inventory and perform regular stocktakes 

● Manage spare laptops and ensure readiness of stock devices 

● Perform monthly inventory reconciliation 

7. Device Imaging & Deployment 

● Prepare and image laptops for deployment 

● Support MDM tools and device provisioning (where applicable) 

8. Security & Compliance

● Follow IT security policies and device hardening standards 

● Ensure proper handling of PII and secure data practices 

● Support media sanitization and secure device disposal 

9. Team Collaboration & Reporting

● Participate in Tier-2 IT support meetings and training sessions 

● Support team coverage and backfill when required 

● Contribute to continuous service improvement initiatives

Required Skills 

● Hardware troubleshooting & break/fix (laptops, peripherals, docking stations) 

● ITSM/ticketing systems experience with SLA adherence 

● Microsoft 365 administration and end-user support 

● Okta (SSO, identity & access management) 

● AV / conference room support 

● Onboarding/offboarding processes 

● Basic networking knowledge (network room support under guidance) 

● IT security & compliance awareness 

● Strong English communication skills

Nice to Have 

● Experience supporting APAC / multi-site environments 

● IT asset & inventory management experience 

● Experience with imaging/MDM tools (Intune, Autopilot, Jamf) 

● Experience with reporting, documentation, and operational tracking