About CloudHQ:
CloudHQ is a global leader in digital infrastructure, designing, building, and operating hyperscale and colocation data centers across North America, EMEA, Asia, and South America. Founded by a pioneer in the data center REIT industry, CloudHQ develops and delivers mission-critical infrastructure for many of the world's largest technology companies.
This role is an important part of ensuring that technology runs smoothly for our CloudHQ team members, third-party vendors and support personnel in Singapore. You will provide desk-side, remote and site support while working closely with the wider regional and global IT teams.
The role requires a strong foundation in end-user support and Microsoft technologies, together with basic networking knowledge to assist with local connectivity, network equipment and troubleshooting when required.
Principal Duties and Responsibilities:
- Install, configure and support Microsoft 365, Windows 11, cloud-based applications and third-party software
- Set up and manage user accounts, laptops and mobile devices using Microsoft Intune and Microsoft Entra ID
- Support employee onboarding and offboarding activities
- Provide first and second-line technical support for hardware, software and connectivity issues
- Respond to IT support requests, diagnose issues, provide resolutions and escalate when required through the ticketing system
- Perform basic network troubleshooting, including LAN, Wi-Fi, VPN, DNS, DHCP and connectivity issues
- Assist with basic configuration and troubleshooting of switches, firewalls, wireless access points and other network equipment under guidance from senior engineers
- Support meeting room technology, printers, mobile devices and other office IT equipment
- Maintain accurate IT equipment and asset inventory
- Assist with endpoint compliance, system updates and routine maintenance
- Maintain and contribute to IT documentation and knowledge-base articles
- Work with regional and global IT teams during infrastructure changes, deployments and troubleshooting
- Continuously develop technical knowledge across Microsoft cloud, endpoint and networking technologies
- Support IT projects and other duties as required
Required Knowledge/Skills/Abilities:
- Degree, diploma or professional qualification in IT, Computer Science, Networking or a related field preferred
- A minimum of 5 years’ experience of IT support, desktop support, service desk or similar technical experience
- Good knowledge of Windows 11 and Microsoft 365
- Basic knowledge of Microsoft Entra ID, user accounts, groups and permissions
- Experience or exposure to Microsoft Intune and endpoint/device management
- Good understanding of networking fundamentals including TCP/IP, IP addressing, subnetting, DNS, DHCP, VLANs, LAN/WAN, Wi-Fi and VPN
- Ability to perform basic troubleshooting of switches, access points and network connectivity
- Understanding of basic network troubleshooting tools such as ping, traceroute, nslookup and ipconfig
- Strong troubleshooting and problem-solving skills
- Strong communication skills with an excellent customer-service orientation
- Ability to prioritise, multi-task and work independently while collaborating with regional and global IT teams
- Willingness to learn and develop across Microsoft cloud, endpoint and networking technologies
- Availability for occasional after-hours support when required
- Fluent professional English, with strong verbal and written communication skill
- Occasional travel (in region) as required & some limited global travel (to US/UK) by exception
- Employee must have right to live & work in SGP
Preferred Qualifications:
- Experience with Microsoft Intune, Entra ID, Autopilot or Microsoft Defender
- Exposure to Cisco, Fortinet or similar enterprise networking technologies
- Basic understanding of firewalls, switching, VLANs and wireless networking
- Experience with IT ticketing systems such as Zendesk
- Basic PowerShell knowledge
- Microsoft, CompTIA Network+, CCNA or similar entry-level certification
- Mandarin language skills would be considered an advantage
What we can offer you:
- Competitive salary, plus bonus
- Great work location: the Corporate Office is situated in the heart of SGP’s Central Business District
- Premier Private Medical plan (provided by BUPA – covering medical, dental, vision) for employees plus spouse/long term partner & eligible dependent's
- 25 days holiday, plus local/public holidays on top
- Personal development & growth opportunities – be part of a diverse, global business scaling quickly
