SuppoSupport Engineer / Senior Support Engineer (Level 2 - Onsite/ Roaming)

Employment Type: Fulltime-Employment Type

Location: Onsite / Remote / Hybrid(Customer-facing as required)

About Employing Company

Hubb IT is a partner-centric Managed IT Services provider helping businesses and technology partners deliver reliable, secure, and scalable IT outcomes. The company focuses on integrated services across managed support, cloud, infrastructure, cybersecurity, systems, talent resourcing, circular IT, and workflow solutions. Hubb IT is built for customers and partners who require more than transactional hardware or software fulfillment; they need measurable service outcomes, strong account governance, and commercial accountability.

The Opportunity

We are seeking a Level 2 Support Engineer (Junior L2 or Senior L2 Lead) to handle advanced infrastructure, systems, and escalated incident support. Depending on experience level, you will either perform deep technical diagnostics and execute change windows(Junior L2), or serve as the technical subject matter expert (SME) owning major incidents, problem management, and runbook governance (Senior L2 Lead).

Because this role manages a Chinese-speaking client portfolio, Mandarin language proficiency is mandatory for seamless stakeholder communication and technical coordination.

What You Will Own

• Advanced Incident Diagnosis & Escalations: Take ownership of escalated tickets from L1, performing deep diagnostics across Windows Server, directory fundamentals (AD / Azure AD / Entra ID), DNS, DHCP, and file/print services.
• Network, Firewall & Security Operations: Support firewall/VPN configurations (routing, NAT, rules) under approved change control, triage endpoint detection and response (EDR) alerts, and execute security hygiene checks.
• Virtualization & Maintenance Management: Support virtualization platforms (VMware / Hyper-V), execute server patching/optimization within change windows, and validate backup and recovery operations.
• Major Incidents & Outage Ownership (Senior L2 Lead Only): Lead technical diagnosis for critical incidents/major outages, coordinate multi-party troubleshooting across customer IT and vendors, and drive restoration.
• Problem Management & Runbook Governance (Senior L2 Lead Only): Lead problem management to remove repeat issues, perform root cause analysis (RCA), publish operational runbooks, and mentor L1/L2 engineers.

Required Experience and Competencies

• Mandatory Language Requirement: Mandarin/Chinese language proficiency is mandatory to support and communicate effectively with assigned Chinese-speaking customer accounts and stakeholders.
• Years of Experience:
  - Level 2 (Junior L2): 3–6 years in desktop/infrastructure support with admin exposure.
  - Level 2 Lead (Senior L2): 5–10 years in infrastructure/operations with incident ownership and customer-facing delivery.
• Systems & Directory Services: Hands-on experience with Windows Server administration, Active Directory / Azure AD fundamentals, Group Policy, file/print, DNS, and DHCP.
• Network & Security Foundations: Understanding of network diagnostics, client-to-site VPNs, basic firewall rules, EDR alert triage, and log-aware troubleshooting.
• Virtualization & Backup: Operational management of virtual machines/snapshots (VMware vCenter/ESXi or Hyper-V) and backup/restore verification.
• Automation & Tools: Basic scripting capability in PowerShell or Bash for repeatable operations.
• Education: Diploma or Degree in Information Technology / Computer Science (or equivalent experience).

Good to Have (Preferred Experience)

• Environment Experience: Experience in hybrid environments (on-prem + cloud) and recurring hard-ticket resolution.
• Uptime-Sensitive Portfolio (Senior L2 Lead): Preferred experience supporting compliance/uptime-sensitive customers and multi-site environments.
• Certifications (Nice-to-Have):
  - Junior L2: Microsoft Certified: Azure Fundamentals (AZ-900), CompTIA Network+ / Security+, or ITIL Foundation.
  - Senior L2 Lead: Microsoft role-based certifications (e.g., MS-102, SC-300), ITIL Foundation / Managing Professional, or Vendor Firewall certifications (Sophos / Fortinet / Palo Alto).

Technology Stack Knowledge

• Systems & Operating Systems: Windows Server (Active Directory Users and Computers, Group Policy Management, File/Print services, DNS, DHCP).
• Directory & Identity: Active Directory, Azure AD / Azure AD/Entra admin portals.
• Cloud & Administration: Microsoft 365 Admin Center, Google Admin Console, Cloud platforms (Azure / AWS).
• Network & Security Consoles: Firewall management consoles, VPN management consoles, EDR dashboards, log analysis tools.
• Virtualization & Backup Consoles: VMware (vCenter / ESXi), Hyper-V Manager, Backup tooling.
• Scripting & Automation: PowerShell, Bash.
• Documentation Tools: Runbooks, Knowledge Base (KB), architecture records, change records.

What the Employing Company Offers

• Company Support & Upskilling: Dedicated company support for paid professional upgrading, relevant technical certifications, and sales performance courses to sharpen your skill set.
• Growth Opportunity: Opportunity to build and scale a managed services business with strong growth ambitions.
• Broad Solution Exposure: Exposure to cloud, cybersecurity, infrastructure, systems, workflow, and partner ecosystem opportunities.

Remuneration Structure

• Fixed Salary Base: Competitive monthly fixed base salary + CPF contributions.
• Overtime (OT) Pay: Overtime pay allowances for work conducted outside standard operating hours, after-office support, or contracted maintenance windows.
• Claims: Transportation claims are applicable to the Engineer.
• Variable Incentives:
  - Project Completion Bonus: Financial payouts awarded upon successful deployment and milestone sign-offs for key technical projects.
  / OR
  - 13th Month Bonus (AWS): Annual Wage Supplement upon completing eligible service tenure.

Skills

IT Service Management, Troubleshooting, Cyber Security, Technically Competent, VMware, Computer Networking, Information Technology, Vendor Management, Networking, Operating Systems, IT Service Delivery