IT SUPPORT ENGINEER (SECOND LINE), ASIA-PACIFIC

Acting as the primary escalation point from first line, resolving incidents and service requests within agreed SLAs;

Investigating root cause for recurring issues;

Maintaining accurate records in the IT service management system;

Contributing to the knowledge base so that fixes scale beyond the individual ticket.

Day-to-day administration of the Microsoft 365 estate including Entra ID, Intune, Exchange Online, SharePoint, and Teams;

Managing device lifecycle from procurement through enrolment, configuration, and retirement;

Supporting conditional access, MFA, and Cyber Essentials Plus aligned controls across a globally distributed user base.

Commission new sites or establish IT for new programs;

Troubleshoot connectivity and infrastructure issues that cannot be resolved remotely;

Conduct on-site asset audits;

Represent the IT function to local stakeholders, including hardware or other relevant vendors and suppliers.

Designing and delivering IT induction sessions for new joiners;

Running periodic refresher training on collaboration tools, cyber security awareness, and the safe use of AI tools at work;

Producing clear written guides and short video walkthroughs;

Coaching first line colleagues to lift their resolution rate at the service desk.

Supporting the maintenance of Cyber Essentials Plus and equivalent controls;

Responding to alerts from the endpoint detection and response platform;

Assisting with phishing investigations;

Ensuring patching, encryption, and configuration baselines are upheld across the fleet.

Keeping technical runbooks, network diagrams, and onboarding checklists current;

Identifying repeat issues that warrant automation, policy change, or platform reconfiguration;

Contributing to projects that improve the service over time.