ICT Operations Support Engineer

We are seeking an ICT Operations Support Engineer to facilitate the daily management and operations of our organisation's ICT infrastructure.

This position will concentrate on IT service request management, administration of Microsoft 365, user assistance, coordination with vendors, ICT governance, and adherence to operational compliance. The ideal candidate will guarantee that ICT services are provided effectively, securely, and in alignment with established SLAs.

Key Responsibilities

ICT Operations & Service Management

• Oversee ICT service requests, incidents, and operational support tasks from start to finish.
• Initiate, monitor, and resolve service requests according to predetermined processes and SLAs.
• Evaluate service requests, approvals, fulfilment evidence, and closure criteria.
• Track request backlogs and follow up on unresolved issues.
• Collaborate with managed service providers and vendors to address operational challenges.

Microsoft 365 & User Administration

• Manage Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.
• Assist with user onboarding, offboarding, provisioning, and access control.
• Oversee user accounts, shared mailboxes, distribution lists, licences, and security groups.
• Facilitate endpoint provisioning, software installation, and workplace technology needs.

Vendor & Service Delivery Management

• Serve as the primary contact between the organisation and ICT service providers.
• Evaluate vendor performance against established SLAs and KPIs.
• Review service reports and confirm completed work prior to acceptance.
• Engage in operational and service review meetings.

Governance, Security & Compliance

• Assist with ICT governance, audit procedures, risk management, and cybersecurity initiatives.
• Conduct regular access reviews and facilitate compliance obligations.
• Maintain precise documentation, records, and audit trails.
• Ensure ICT processes and documentation remain up-to-date and audit-ready.

Asset & Operations Support

• Manage ICT asset and software licence inventories.
• Support hardware refresh, replacement, verification, and disposal tasks.
• Contribute to incident management, problem management, and operational reporting.

Requirements

Qualifications

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related field.

Experience

• At least 2 years of experience in IT Operations, IT Administration, Service Management, Infrastructure Support, or a similar area.
• Practical experience in supporting Microsoft 365 and workplace technologies.
• Background working with IT service providers, vendors, or managed service providers.
• Understanding of ITSM processes and service management tools.
• Experience with user provisioning, access control, email administration, and workplace technology support.

Preferred

• Experience within the Singapore Government ICT environment.
• Knowledge of Whole-of-Government (WOG) ICT processes and governance.
• Familiarity with government ICT support platforms such as ITSM Portal, SGMail Administration Portal, or EUSS Portal.

Key Competencies

• IT Operations & Administration
• Microsoft 365 Administration
• IT Service Management
• Service Request & Incident Management
• Vendor Coordination
• SLA & KPI Management
• User & Access Management
• Stakeholder Management
• Problem Solving & Analytical Skills
• Governance & Compliance
• Attention to Detail

Communication & Interpersonal Skills