Technical Operations Engineer - Part-Time

Microsoft 365, Infrastructure & Managed Services

About the Role

SWiZ Technologies is looking for a hands-on and customer-focused Technical Operations Engineer to support our managed services customers in Singapore.

This is not a pure helpdesk or desktop support role. The successful candidate will serve as the primary local technical resource responsible for onsite support, technical escalations, service coordination and operational follow-up.

The role works closely with our remoteL1/L2 support team, specialist project engineers and business management to ensure customer issues are resolved promptly and services are delivered reliably.

The ideal candidate is a practical IT generalist who can troubleshoot independently, communicate confidently with customers and take ownership of issues from identification through resolution.

Key Responsibilities

Technical Support and Escalation

• Provide remote and onsite technical support to customers.
• Handle technical issues escalated by the remote L1/L2 support team.
• Troubleshoot Microsoft 365, Entra ID, Windows, endpoint, firewall, server and network-related issues.
• Support user onboarding, offboarding, access management, MFA and account security.
• Troubleshoot email, Outlook, Teams, SharePoint and OneDrive issues.
• Support endpoint security, antivirus, patching and device management.
• Monitor and troubleshoot backup jobs, recovery issues and disaster recovery services.
• Perform basic firewall, VPN, switch, Wi-Fi and Internet connectivity troubleshooting.
• Coordinate hardware replacement, equipment installation and onsite technical activities.
• Escalate complex issues to vendors when required.

Service Operations

• Review and monitor open support tickets and technical escalations.
• Work with the remote support team to ensure tickets are properly followed up and resolved.
• Prioritize incidents based on business impact and urgency.
• Ensure customer requests, incidents and resolutions are properly documented.
• Identify recurring issues and recommend corrective or preventive actions.
• Coordinate onsite appointments, vendor visits and technical activities.
• Track unresolved issues and ensure customers receive regular updates.
• Maintain accurate customer technical documentation, network information and system records.
• Support service reviews, reporting and customer follow-up when required.

Customer and Vendor Coordination

• Communicate directly with customers regarding incidents, service requests and technical recommendations.
• Provide clear explanations and realistic updates to non-technical users.
• Coordinate with Internet service providers, software vendors and third-party service providers.
• Maintain professional relationships with customer contacts and external partners.
• Escalate commercial, contractual or customer relationship matters to management.

Projects and Implementation

• Assist with Microsoft 365, cloud, endpoint, firewall and infrastructure deployments.
• Support tenant migrations, device rollouts, security improvements and system upgrades.
• Coordinate with specialist project teams for complex deployments.
• Conduct basic testing, documentation and handover following implementation.
• Ensure project-related support issues are properly transitioned into ongoing operations.

Process Improvement and Automation

• Contribute to the development of support procedures, checklists and technical documentation.
• Identify repetitive support activities that can be automated.
• Use AI and automation tools to improve documentation, ticket summaries, reporting and troubleshooting.
• Support continuous improvement of service delivery processes.

Technical Experience

Candidates should have practical experience in several of the following areas:

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

Advanced specialist knowledge is not required in every platform, but the candidate must be comfortable troubleshooting unfamiliar issues, conducting research and coordinating the appropriate resources.

Requirements

• Diploma or degree in Information Technology, Computer Science or a related field.
• Approximately 3 to 6 years of relevant IT support, managed services or systems engineering experience.
• Experience working in an MSP, outsourced IT provider or multi-customer support environment is preferred.
• Strong troubleshooting and problem-solving ability.
• Able to work independently with limited supervision.
• Comfortable coordinating and working with remote technical teams.
• Good written and spoken English.
• Strong customer service and communication skills.
• Organized, responsible and able to follow through on outstanding matters.
• Willing and able to travel to customer locations within Singapore.
• Able to respond calmly and professionally during urgent incidents.
• Singapore citizen or permanent resident preferred.

Preferred Certifications

The following certifications are advantageous but not mandatory:

• Microsoft 365 Certified
• Microsoft Azure Fundamentals or Administrator
• Fortinet Certified Fundamentals, Associate or Professional
• Sophos Certified Engineer
• ITIL Foundation
• Acronis certification

Personal Attributes

We are looking for someone who:

• Takes ownership instead of waiting for instructions.
• Follows through until issues are properly resolved.
• Communicates clearly with customers and colleagues.
• Is comfortable performing both remote and onsite work.
• Can manage multiple priorities without losing track of details.
• Understands when to troubleshoot independently and when to escalate.
• Is willing to learn new technologies and improve existing processes.
• Has a service-oriented and accountable mindset.

Reporting Structure

The Technical Operations Engineer will report directly to the Managing Director and work closely with:

• The remote L1/L2 support team
• Specialist project and deployment engineers
• Software, hardware and telecommunications vendors
• Customer management and operational contacts

Performance Measures

Performance will be assessed based on:

• Timely resolution of support issues
• Quality of customer communication
• Management of technical escalations
• Accuracy of documentation
• Reduction of recurring support issues
• Effectiveness in coordinating the remote support team
• Customer satisfaction
• Reliability and ownership of assigned responsibilities
• Contribution to service improvement and automation

Employment Details

• Contract role with a clear pathway to a permanent position based on performance.
• Based in Singapore
• Hybrid working arrangement
• Customer onsite attendance required when necessary
• After-hours support may occasionally be required for urgent incidents or planned maintenance
• Opportunities to grow into a Technical Service Lead or Service Delivery role based on performance