ICT Operations Support Engineer

Key Responsibilities ICT Operations & Service Request Management Raise, track, and manage ICT service requests, incidents, and operational support activities. Coordinate with internal stakeholders, managed service providers, and vendors to fulfil requests within agreed SLAs. Review and validate service request submissions, approvals, and fulfilment evidence. Monitor request backlog, follow up on outstanding requests, and escalate service delivery issues where necessary. Maintain accurate records and audit trails for operational activities. IT Administration & User Support Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune. Support user onboarding, offboarding, and access management processes. Manage user accounts, shared mailboxes, distribution lists, licences, and security groups. Coordinate endpoint provisioning, software installation, and workplace technology support. Vendor & Service Delivery Management Act as the liaison between the organisation and ICT service providers. Monitor vendor performance against agreed SLAs and KPIs. Review service reports and validate completed work before acceptance. Participate in operational and service review meetings. Governance, Security & Compliance Support ICT governance, audit, risk management, and cybersecurity activities. Conduct periodic access reviews and support compliance exercises. Ensure ICT processes and documentation remain current and audit-ready. Asset & Operations Support Maintain ICT asset inventory and software licence records. Support asset verification, refresh, replacement, and disposal activities. Assist in incident management, problem management, and operational reporting. Requirements Qualifications Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline. Experience Minimum 2 years of experience in IT operations, IT administration, service management, or infrastructure support. Experience supporting Microsoft 365 and workplace technologies. Experience working with vendors and managed service providers. Familiarity with IT service management processes and tools. Preferred Experience Experience working within the Singapore Government ICT environment. Familiarity with WOG ICT processes, governance, and support models. Experience using government ICT support portals such as ITSM Portal, SGMail Administration Portal, and EUSS Portal. Experience supporting user provisioning, access management, email administration, and workplace technology services. Key Competencies IT Administration Service Request Management Vendor Coordination Customer Service Excellence Stakeholder Management Problem Solving and Analytical Skills Attention to Detail Operational Governance and Compliance Communication & Interpersonal Skills