IT Operations Engineer - #1163822

KEY RESPONSIBILITIES

Internal & Workplace IT

• Provide L1/L2 support for staff across hardware, software, connectivity, and productivity platforms.

• Administer identity and access management on AzureAD/Entra ID: user lifecycle, group policies, multifactor authentication and licensing, including timely and complete access provisioning and revocation, and asset issuance and recovery.

• Manage the end-user device lifecycle: procurement, preparation, configuration, assignment, and disposal, in line with asset standards.

• Enforce endpoint security controls per policy: patching, antivirus, device compliance.

• Maintain the IT asset inventory and workplace IT (meeting rooms, AV, office equipment).

Systems Operations

• Administer Windows- and Linux-based systems at an operational level for service management, log review and user administration.

• Execute routine virtualisation tasks: VM provisioning, resource monitoring, basic fault response.

• Execute patching cycles and verify backup jobs per schedule and in response to security notifications.

• Provide first response to systems monitoring alerts: triage per runbook, resolve routine cases, escalate non-routine cases with complete context.

Network Operations

• Operate the Singapore office network (switches, wireless access points, firewall, VLANs) for stable connectivity.

• Execute approved network configuration changes per runbook; perform basic diagnostics (interface status, VLAN, VPN tunnel state) on internal infrastructure.

• Provide first response to network monitoring alerts and escalate with proper diagnostic context.

• Serve as the physical hands at the Singapore office and data room for racking, cabling, hardware installation.

Tier 2 Operations & Escalation (Secondary)

• Provide secondary Tier 2 coverage, behind the IT Delivery Engineer, for post-NOC escalations across routing, VPN, firewall, connectivity, and platform domains.

• Diagnose faults to root cause where possible; escalate with complete diagnostic context where not.

• Document all incidents through to resolution in the ticketing system, including corrective actions.

• Carry after-hours standby on a rostered basis, covering internal infrastructure and secondary customer incident escalation.

Process & Documentation

• Maintain accurate documentation: network diagrams, asset registers, runbooks.

• Follow change management procedures for all infrastructure modifications.

• Contribute findings and improvements back into the team's runbooks and knowledge base.

REQUIREMENTS

Must-Have

• Degree or Diploma in Information Technology, Computer Science, or a related field.

• Two to four years of experience in an IT support, IT operations, or infrastructure role.

• Hands-on administration experience with preferably AzureAD/Entra ID and the Microsoft productivity suite, including user lifecycle management and basic security controls.

• Working familiarity with Linux at the command line, including navigating, reading logs, and managing services with guidance.

• Working networking knowledge, including IP addressing, VLANs, routing and VPN fundamentals, and firewall management, sufficient to diagnose and resolve routine faults and execute changes safely.

• Comfortable with physical IT work, including racking, cabling, hardware installation.

• Organised and reliable with documentation and follow-through; able to manage concurrent support and operations tasks.

• Strong English communication with a patient, professional approach to end users.

• Singapore Citizen or Permanent Resident.

Good to Have

• Exposure to virtualisation (Proxmox, KVM, VMware) at any level.

• Familiarity with monitoring tools (Zabbix, Grafana, PRTG).

• Basic scripting (Python, Bash, or PowerShell).

• Familiarity with the complementary identity platform (Google Workspace).

• CCNA or equivalent entry-level certification, or active study toward one.

WORKING ARRANGEMENTS

Full-time, work-from-office position at Kacific's Singapore headquarters. Standard hours Monday to Friday, local business hours, with after-hours standby on a rostered basis covering internal infrastructure and secondary customer incident escalation.