Key responsibilities:
- Deployment phase (office build-out / rollout)
- Device deployment and desk setup (laptops, monitors, peripherals).
- Provide rack & stack, cabling, and patching support.
- Perform asset tagging, inventory validation, and deployment reporting.
- Coordinate with network and project teams during deployment activities.
- Provide Day-1 go-live support and hypercare for end users.
- BAU phase (L2 deskside support)
- Provide L2 deskside support for Windows, macOS, and iOS endpoints.
- Support Microsoft 365 applications (Outlook, Teams, SharePoint) and related end-user services.
- Manage incidents and requests via ServiceNow; own end-to-end ticket lifecycle and SLA compliance.
- Provide VIP / executive support and handle escalations with clear communication.
- Perform device provisioning, imaging/enrollment (Intune/SCCM/Autopilot), and lifecycle management.
- Maintain asset records, documentation, and reporting to support audits and operational readiness.
Required skills & experience:
- 3–6 years’ experience in IT support (deskside/L2 preferred) in an enterprise environment.
- Operating systems: Windows 10/11 and macOS support experience.
- Microsoft 365: Outlook, Teams, SharePoint (user support and troubleshooting).
- Endpoint management: Intune / SCCM / Autopilot (provisioning, enrollment, compliance basics).
- Identity & access: Active Directory and Okta (account/group basics, device access troubleshooting).
- Networking fundamentals: basic troubleshooting for LAN/WiFi/VPN.
- ITSM tooling: ServiceNow incident/request handling; strong ticket hygiene and SLA mindset.
- Deployment experience (must-have): hands-on office IT setup/rollout and large-scale device deployment (1000+ users preferred).
- Experience supporting VIP / executive users; strong communication, documentation, and reporting discipline.
Nice-to-have:
- Hands-on rack & stack / patching experience.
- Experience in global / multinational environment.
- Ability to work in a fast-paced deployment environment and adapt to shifting priorities.
- Experience with iOS support and/or mobile device troubleshooting in enterprise environments.
Deliverables & KPIs (example):
- Deployment readiness: devices built, tagged, and handed over as per rollout plan; Day-1 issues triaged within agreed timelines.
- Ticket SLA: ≥ 95% of incidents/requests handled within SLA (ServiceNow).
- Quality: strong documentation and accurate asset records/CMDB updates to support audits and reporting.
- VIP support: timely communication and resolution for executive users and priority incidents.
Behavioural competencies:
- Strong communication skills and confidence working in a user-facing deskside role.
- Ability to operate effectively in a fast-paced deployment environment.
- Demonstrated experience supporting VIP / executive users with professionalism and discretion.
- Strong ownership, ticket discipline, and documentation / reporting rigor.
Other:
- Working model: 24x5 shift coverage (3-shift model).
Skills Required
- 3-6 years experience in IT support (deskside/L2 preferred) in an enterprise environment
- Windows 10/11 and macOS support experience
- User support and troubleshooting for Microsoft 365 applications
- Endpoint management experience with Intune / SCCM / Autopilot
- Basic troubleshooting for LAN/WiFi/VPN
- Experience in hands-on office IT setup/rollout
- Experience supporting VIP / executive users
What We Do
-Who We Are systemsGo was started in 1998 because we believed there was a better way to address the special IT needs of Tokyo businesses, and starting in 2008 we began our expansion into other locations in Asia including Hong Kong, Shanghai, Singapore, Beijing, Sydney, Taiwan, New Delhi and Seoul. We saw partnership and process as the keys. We would work side-by-side with our clients to help reduce costs and improve efficiency. To date, we’ve shared our expertise with hundreds of companies. They come to us because we find the best engineers and project managers. We train our people to use their experience and creativity to assess an IT system and make it better. And we ensure our own accountability through an online tracking system that gives our clients 24×7 access to every move we make on their behalf. -Mission Statement We listen to our clients to understand their business needs. We design and deliver solutions from our range of professional services, creating value to benefit all stakeholders. To achieve this we combine an enriching and satisfying employment environment with a culture of customer service excellence and an unwavering pursuit of quality through devoted adherence to process and continuous improvement. -Our Core Principles Customer Service Excellence Enriching Employment Environment Unwavering Pursuit of Quality -Locations Australia | Greater China | India | Japan | Singapore | South Korea
