Onsite Support Engineer_Airtrunk_Singapore

Respond to network monitoring alerts and perform initial triage and troubleshooting.

Check switch and port health using approved or read-only diagnostic tools.

Trace, patch, label, and maintain network cabling.

Perform physical power redundancy checks.

Maintain accurate network asset, rack, cabling, and port records in the designated system of record.

Perform initial troubleshooting of internet, Wi-Fi, wired network, and connectivity issues.

Provide onsite hands-and-eyes support to L3 engineers and external vendors.

Perform approved device reboots, cable moves, and equipment replacements in accordance with documented procedures.

Collect logs and packet captures for L3 analysis.

Monitor critical networking and infrastructure equipment across all sites, including SolarWinds monitoring and Data Centre infrastructure.

Provide software management support, including tracking subscription costs.

Diagnose and troubleshoot desktop, laptop, and peripheral devices.

Provide workstation support and management, including patching and deployment.

Provide mobile device support and management, including device setup, distribution, and basic troubleshooting.

Provide ad hoc onsite and remote support for local sites, projects, and specialist requirements.

Provide timely and effective technical assistance to end users.

Initiate procurement of laptops and mobile devices and manage local site stock through the AirTrunk Device Management process.

Manage hardware assets, including asset tracking, break-fix, enrolment, provisioning, and end-of-life disposal.

Perform patching and vulnerability management for workstations.

Support and manage laptops and company-managed mobile devices using Microsoft Intune.

Troubleshoot and resolve hardware, software, and network-related issues.

Perform device setup, configuration, maintenance, and upgrades.

Install, configure, and troubleshoot desktop and laptop devices.

Manage device upgrades, patches, and updates in compliance with company security policies.

Install, configure, and troubleshoot printers and other peripherals.

Assist with Wi-Fi and wired network connectivity issues.

Assist with user account creation, modification, and deletion.

Manage access permissions, security groups, and software management activities.

Serve as a primary point of contact for end-user IT support.

Raise procurement requests for printers and other required IT equipment.

Perform Data Centre patching on a monthly and ad hoc basis in accordance with the vulnerability management policy.

Support root cause analysis and problem resolution efforts.

Develop and implement permanent fixes for complex technical issues in accordance with change management policies.

Assess, plan, and implement changes to network and system infrastructure in accordance with established change management procedures.

Collaborate with product principals, L3 teams, and vendors to resolve complex technical issues.

Perform routine maintenance activities, including daily health checks and firmware updates, to minimise disruption to business operations.

Document and maintain technical information, procedures, and knowledge articles, ensuring they remain up to date.

Provide onsite support as required, including support for VIP users.

5 10 years of experience providing onsite field support services.

Strong experience in L2 Support.

Experience logging and managing tickets using an ITSM platform.

Experience responding to network monitoring alerts and performing initial triage.