Tier-2 IT Support Engineer

Description

We are looking for a dedicated Tier-2 IT Support Engineer based in the Singapore office to support the Singapore site and APAC users. The role delivers timely, professional IT support aligned with Cellebrite policies and SLAs — hardware break/fix, AV, onboarding/offboarding, imaging, and ticket handling through the client ITSM system.

Responsibilities

• Hardware break/fix for laptops, accessories, and other IT equipment
• AV support for conference rooms
• Maintenance of workstations (docking stations, screens, cables)
• Basic maintenance of the network room (with client-provided instructions)
• Onboarding and offboarding of employees
• IT equipment inventory stocktaking
• Preparation and imaging of laptops for local stock; upkeep of spare laptops
• Handling IT support tickets via the client ITSM system
• Participation in Tier-2 IT support team meetings and training
• Daily service reporting (ticket volumes, SLA performance, surveys), monthly inventory reconciliation, onboarding/offboarding checklists

Requirements

Must-have skills

• Hardware troubleshooting & break/fix — laptops, accessories, docking stations, screens, cables, imaging
• ITSM / ticketing & SLA handling (client ITSM system, daily service reporting)
• Microsoft 365 administration & support
• Okta — identity / SSO / access management
• AV / conference-room support
• Onboarding / offboarding of employees
• Networking basics — network-room maintenance (with client instructions)
• IT security & compliance — device hardening, access control, PII handling, media sanitization
• English-language professional support & communication

Nice-to-have skills

• APAC / regional multi-site user support experience
• IT asset / inventory management & stocktaking
• Laptop imaging / MDM tooling (Intune, Autopilot, Jamf)
• Daily reporting, team collaboration & backfill coverage