Technical Operations Engineer

About the company

SWiZ Technologies provides managed IT services, cloud solutions, cybersecurity and infrastructure support to businesses in Singapore.

Your tasks

We are looking for a hands-on and customer-focused Technical Operations Engineer to support our growing managed services operations.

This is a technical operations role that goes beyond conventional helpdesk support. You will serve as a key local technical resource, working closely with our remote L1/L2 support team, specialist engineers, vendors and customers to ensure technical issues are resolved effectively and services are delivered reliably.

1. Technical Support & Troubleshooting

• Provide remote and onsite technical support to managed services customers.
• Handle technical escalations from the remote support team.
• Troubleshoot Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive and Entra ID.
• Support Windows operating systems, Windows Server, Active Directory and endpoint management.
• Troubleshoot firewall, VPN, network, Wi-Fi and Internet connectivity issues.
• Support MFA, Conditional Access, endpoint security and device management.
• Monitor and troubleshoot backup, recovery and disaster recovery services.
• Coordinate hardware replacement, equipment installation and onsite technical activities.

2. Service Operations & Incident Management

• Monitor open support tickets and technical escalations.
• Coordinate with remote engineers to ensure timely issue resolution.
• Prioritise incidents based on business impact and urgency.
• Maintain accurate incident records, technical documentation and customer system information.
• Track outstanding issues and provide regular customer updates.
• Identify recurring technical problems and recommend preventive measures.

3. Customer & Vendor Coordination

• Communicate directly with customers on technical issues and service requests.
• Explain technical matters clearly to non-technical users.
• Coordinate with Internet service providers, software vendors and external service providers.
• Manage onsite appointments and technical activities.
• Escalate complex technical, commercial or contractual matters appropriately.

4. Projects & Implementation

• Assist with Microsoft 365, cloud, endpoint, firewall and infrastructure deployments.
• Support tenant migrations, device rollouts and system upgrades.
• Coordinate with specialist engineers on project implementation.
• Conduct testing, documentation and technical handover.

5. Process Improvement & Automation

• Develop and maintain technical procedures and support documentation.
• Identify repetitive tasks suitable for automation.
• Use AI and automation tools to improve ticket documentation, reporting and operational efficiency.
• Contribute ideas to improve service delivery and customer experience.

Requirements

We adopt a skills-based approach to recruitment and development. We value practical technical capabilities, problem-solving ability, customer service and willingness to learn. Candidates will be assessed based on their demonstrated skills and suitability for the role rather than qualifications or years of experience alone.

Skills & Competencies We are looking for candidates with practical capabilities in several of the following areas:

Technical Skills

• Microsoft 365 administration and Exchange Online.
• Microsoft Teams, SharePoint and OneDrive.
• Microsoft Entra ID, MFA and Conditional Access.
• Windows 10/11, Windows Server and Active Directory.
• Endpoint security, antivirus and device management.
• Microsoft Intune or equivalent platforms.
• Acronis or similar backup and disaster recovery solutions.
• Fortinet, Sophos or equivalent firewall platforms.
• TCP/IP, DNS, DHCP, VPN and Wi-Fi troubleshooting.
• Remote Monitoring and Management (RMM) tools.
• IT ticketing and service management systems.

Core Skills

• Technical troubleshooting and problem solving.
• Incident and escalation management.
• Customer service and communication.
• Stakeholder and vendor coordination.
• Technical documentation.
• Time management and prioritisation.
• Ownership and accountability.
• Adaptability and continuous learning.
• Digital fluency and process improvement.

Candidates do not need to be specialists in every technology listed. The ability to troubleshoot systematically, research unfamiliar issues and coordinate appropriate technical resources is important.

• Relevant practical experience in IT support, infrastructure, systems administration or managed services.
• Diploma, degree, professional certification or equivalent practical experience in IT or a related discipline is advantageous.
• Experience in an MSP, outsourced IT provider or multi-customer support environment is preferred.
• Good troubleshooting, communication and problem-solving skills.
• Able to work independently and collaborate with remote technical teams.
• Able to manage multiple priorities and follow through on outstanding matters.
• Willing to travel to customer locations within Singapore.
• Comfortable with occasional after-hours support for urgent incidents or planned maintenance.
• Good written and spoken English.
• Must have the appropriate legal right to work in Singapore.

Relevant Microsoft, Azure, Fortinet, Sophos, ITIL or Acronis certifications are advantageous but not mandatory.

What we offer

• Hybrid working arrangement.
• Exposure to Microsoft 365, cloud, cybersecurity and managed services technologies.
• Opportunities for technical training and professional development.
• Hands-on involvement in customer infrastructure and technology projects.
• Opportunities to develop skills in AI, automation and service improvement.
• Potential progression to Senior Technical Operations Engineer, Technical Service Lead or Service Delivery roles based on demonstrated capability and performance.

How to apply

SWiZ Technologies believes in recognising skills, practical capabilities and continuous learning.

Candidates may be invited to participate in a technical discussion, practical troubleshooting exercise or job-related skills assessment as part of the recruitment process.

We welcome applicants from different career backgrounds who can demonstrate the relevant skills, commitment and potential to grow with us.

Other

Employment Details This is a contract position with the possibility of conversion to permanent employment, subject to performance, business requirements and mutual agreement.

Occasional after-hours support may be required for urgent incidents or planned maintenance. Any additional work arrangements and applicable compensation will be governed by the employment contract and applicable employment legislation.

SWiZ Technologies is committed to fair and merit-based employment practices. All applications will be assessed based on job-related skills, experience, qualifications, competencies and suitability for the role.