IT Support Engineer – Managed Services

Company: Pioneer InfoTech (S) Pte Ltd
Location: Singapore
Employment Type: Full-time

About Pioneer InfoTech

Pioneer InfoTech is an established Managed Services Provider (MSP) delivering IT support, cybersecurity, cloud, and infrastructure services to business customers across Singapore and the region. We operate with structured processes, clear service levels, and a strong focus on long-term customer relationships.

We are looking for an IT Support Engineer who enjoys supporting users, solving technical issues, and working in a professional, SLA-driven MSP environment.

Key Responsibilities

• Provide Level 1 and Level 2 IT support to business users via ticketing systems, phone, email, and remote access tools
• Handle support requests in accordance with Service Level Agreements (SLA)
• Troubleshoot and resolve issues related to:
• Windows desktops and laptops
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Printers, basic networking, Wi-Fi, and VPN connectivity
• Endpoint security and backup solutions (following internal procedures)
• Perform user onboarding and offboarding, including account setup, access rights, and device preparation
• Escalate complex or unresolved issues to senior engineers with proper documentation and troubleshooting notes
• Maintain clear, accurate, and professional ticket updates and customer communication
• Provide on-site support as required, based on customer and operational needs
• Follow company processes, security policies, and best practices at all times

Requirements

• ITE, Diploma, or Degree in IT, Computer Science, or a related field
• 1–2 years of experience in IT support, helpdesk, or MSP environment

(Fresh graduates with strong technical fundamentals and a good attitude may be considered)

• Working knowledge of:
• Windows operating systems
• Microsoft 365 user support
• Basic networking concepts (IP addressing, DNS, DHCP)
• Strong customer service mindset with clear communication skills
• Ability to work independently and as part of a team
• Willingness to learn, follow structured processes, and continuously improve technical skills

Preferred (Not Mandatory)

• Experience working in a Managed Services Provider (MSP) environment
• Familiarity with ticketing systems (e.g. Autotask, ServiceNow, Zendesk, etc.)
• Basic exposure to cybersecurity, backup, or cloud services
• Relevant IT certifications (Microsoft, CompTIA, or equivalent)

Additional Information

This role is suitable for individuals who enjoy structured IT support work, customer interaction, and building a long-term career in a Managed Services environment.

Job Type: Full-time

Work Location: In person