Job Description

The IT Support Engineer provides hands-on IT support across the Raccoons Labs and partner companies. The role focuses on keeping endpoints and meeting rooms operational, managing company devices, and handling identity/access tasks, with exposure to basic server and network operations. You will also assist with small implementation projects and maintenance activities, delivering assigned tasks on time and within scope and budget. The role requires multi-regional support capabilities, ensuring SLA adherence, and a strong problem-solving mindset to address diverse technical challenges effectively.

Primary Duties

Reporting to the Head of Security and working closely with the office operations team, you will have the following key responsibilities to support the Singapore office, regional offices, and remote team members:


Configure and deliver Tier 1/2 support for company devices, workstations, and servers across macOS, Windows, and Linux environments. Provide technical support for video conferencing and meeting room systems (Zoom, Google Meet, Logitech), including weekly readiness checks, live issue resolution, and coordination of vendor RMAs. Procure, provision, and manage endpoints via MDM platforms such as Mosyle -- overseeing enrollment, configuration, compliance, and device health monitoring. Administer identity and access management tasks in Okta, JumpCloud, and Google Workspace -- covering the full employee lifecycle (user/service account creation, modification, and deprovisioning). Collaborate with the Head of Security and Office Operations teams on IT implementation and infrastructure projects. Assist in configuring, maintaining, and monitoring network and security appliances. Support the deployment and maintenance of cybersecurity systems such as CrowdStrike EDR and related protection processes. Troubleshoot and resolve issues across laptops, workstations, and servers, including patch management, backup services, and performance optimization. Maintain accurate IT asset inventory and lifecycle records (procurement, deployment, transfers, retirements), including management of spares and loaner devices. Document IT procedures, runbooks, and user guides; communicate resolutions and updates clearly to end users. Support small-scale IT implementations, rollouts, and scheduled after-hours maintenance (with prior notice). Develop and maintain IT automation scripts and workflows to improve efficiency in device management, user provisioning, system monitoring, and reporting. Other duties specified by the company as and when required.

Key Attributes

Security-first mindset : prioritizes data protection and compliance in all IT activities. Honesty and integrity : acts with transparency, accountability, and ethical standards. Ownership mentality : takes initiative and responsibility for resolving issues and completing tasks. Solution-oriented : focuses on problem-solving with efficiency and creativity. Team spirit : collaborates effectively across teams and communicates clearly. Comfortable working in a hybrid environment (office based at Suntec City).

Qualifications and Experience

Minimum Diploma in Computer Science or a related discipline, with at least 2 years of relevant hands-on experience. Proficiency in automation and scripting (e.g., Python, Bash, or PowerShell) to streamline IT processes and improve operational efficiency. Experience with MDM tools (e.g., Mosyle), identity and access management (Okta, JumpCloud, Google Workspace), and endpoint security systems (such as CrowdStrike). * Experience working in the technology or software development industry is preferred, though not mandatory.