Key Responsibilities: Provide remote IT support via phone, email, or support portal. Be the first point of contact for client IT issues and service requests. Deliver polite, clear, and helpful communication while solving problems. Troubleshoot basic technical issues such as email, network, or login problems. Handle routine service tasks like password resets, account unlocks, and user access setup. Escalate complex issues to Level 2 support with proper documentation. Keep users informed about their ticket progress and resolutions. Update and manage your assigned tickets in the system. Maintain accurate records of hardware/software assets. Conduct remote system health checks and basic monitoring tasks. Assist with remote setup or imaging of laptops/desktops. Coordinate with third-party vendors if required for resolution. Help with rollout/testing of new software or system changes. Follow SOPs, documentation practices, and support protocols. Ensure a positive customer experience at all times. Perform other assigned duties related to IT support. Required Skills's Experience: At least 2 years of hands-on IT support experience , preferably in a remote or call centre environment Familiar with: o Microsoft 365 o Active Directory (e.g., password resets, account unlocks) o Endpoint protection tools (e.g., antivirus, EDR) o Backup systems (e.g., user data restoration or backup status checks) Strong communication skills in English (spoken and written) Able to communicate in Chinese (Mandarin) - advantage Good team player with a positive, customer-first mindset Willing to work onsite at KL Sentral Comfortable using IT ticketing systems or RMM tools (preferred) Must be willing to follow the Singapore calendar (working days and public holidays) Open to working shift hours in the future as operations expand to 24/7