IT Support Engineer - L2 (Systems & Infrastructure)

About the Role

Acuutech is looking for an experienced L2 IT Support Engineer to join our Singapore Service Desk team.

You will provide remote and onsite IT support to clients across a range of Microsoft, server, network and endpoint environments. As an L2 engineer, you will take ownership of escalated incidents, troubleshoot complex technical issues and support infrastructure changes and project deployments.

This is a hands-on, client-facing role within a Managed Service Provider (MSP) environment. We are looking for someone who can work independently, communicate clearly with clients and take responsibility for resolving issues rather than simply escalating them.

Key Responsibilities

• Provide L2 support for incidents, service requests and technical escalations across multiple client environments.

• Troubleshoot Windows Server, Active Directory, Group Policy, DNS, DHCP and related infrastructure services.

• Administer and support Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID and Intune.

• Diagnose network connectivity issues involving switches, firewalls, wireless networks, VPNs, VLANs and ISP connections.

• Support virtualisation environments, including VMware and Hyper-V.

• Investigate backup failures, endpoint security issues, system performance problems and recurring incidents.

• Perform patching, firmware updates, maintenance and approved infrastructure changes.

• Escalate complex architecture or design issues to senior engineers and Technical Architects when appropriate.

• Own assigned tickets from investigation through resolution, ensuring SLA commitments are met.

• Provide clear and timely updates to clients, including technical findings, progress and next steps.

• Deliver remote and onsite support, including troubleshooting at client premises.

• Coordinate with vendors, ISPs and third-party providers to resolve technical issues.

• Maintain accurate ticket notes, troubleshooting records and resolution documentation.

• Identify recurring problems and recommend improvements to prevent repeat incidents.

• Assist with server migrations, network refreshes, firewall replacements, wireless deployments and office infrastructure projects.

• Configure and deploy switches, firewalls, wireless access points, servers and endpoint devices.

• Support rack-and-stack activities, cabling, equipment installation and onsite deployment work.

• Follow implementation plans, change procedures and rollback requirements.

• Perform post-implementation testing and validation.

• Work alongside senior engineers and Technical Architects to deliver project tasks.

• Provide technical guidance to junior Service Desk engineers.

• Contribute to knowledge base articles, SOPs and technical documentation.

• Collaborate with Service Delivery, Projects and Account Management teams.

• Maintain accurate time entries and work records in the ticketing system.

Requirements

• Minimum 3 years of hands-on experience in IT infrastructure support, preferably in an MSP or multi-client environment.

• Strong working knowledge of Windows Server, Active Directory and Microsoft 365 administration.

• Practical experience troubleshooting network connectivity, switches, firewalls, VPNs and wireless networks.

• Familiarity with technologies such as Cisco Meraki, Fortinet, Sophos, Aruba or equivalent platforms.

• Experience with VMware, Hyper-V, backup solutions and endpoint security tools.

• Ability to independently investigate and resolve L2 incidents.

• Comfortable providing both remote and onsite support.

• Good written and verbal communication skills, with the ability to explain technical issues clearly to clients.

• Strong organisational skills, ownership and attention to detail.

Advantageous Experience

• Previous experience working in a Managed Service Provider (MSP).

• Microsoft 365, Azure or Intune certifications.

• CCNA or equivalent networking certification.

• Fortinet, Sophos or Cisco Meraki certifications.

• ITIL Foundation certification.

• Experience with ServiceNow or similar ITSM platforms.

• Exposure to infrastructure migrations, network deployments and project implementation.

What We're Looking For

Beyond technical skills, we value engineers who take ownership of their work, communicate proactively and approach problems methodically.

You should be comfortable working independently while knowing when to collaborate or escalate, and be willing to support both day-to-day service delivery and infrastructure projects.

Skills

Incident Support, Microsoft 365, Ownership, Technical Troubleshooting, Infrastructure Upgrades, Performance Issues, Network Connectivity, Incident Investigation, Aruba Wireless, Remote Support, Windows Server, Virtualization Security, Network Troubleshooting, Customer Needs Analysis, Infrastructure Services, Windows Server Hyper-V