Job Description

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