IT Service Desk Analyst (L2 Support)

EVOCS OVERVIEW

EVOCS’s journey began with a mission to empower businesses with advisory expertise, empowered with idealtechnologies to provide them with comprehensive solutions to grow and prosper.

Founded by a team of passionate experts, EVOCS has grown into a trusted partner to a growing number of leaders across their respective industries. Our roots in employee-managed operations reflect our commitment to quality, consistency, and client success.

If you enjoy working in a hyper-fast-growing company, are eager to be part of an agile team, and want to be part of our success story, then let’s talk!

🎯 Role Overview

We are looking for a proactive, hands-on L2 Service Desk Analyst to serve as the primary on-site IT authority within our corporate office. This is a high-impact, high-ownership role designed for a technical professional who thrives on independence and direct user interaction.

You will manage the end-to-end lifecycle of technical issues, from initial intake to final resolution. You are expected to be a self-starter who can navigate complex troubleshooting scenarios with minimal escalation, ensuring that the business operations remain seamless and our employees remain productive.

Success in this role requires a combination of strong technical troubleshooting, structured thinking, attention to detail, and a customer-first mindset.

Location note: MRT - Shenton Way / Marina Bay

Contract to Hire - 6 months

🧩 What you will do

In this role, you will:

• Level 2 Technical Support: Act as the primary point of contact for hardware, software, and application issues, focusing on Windows environments and the Office 365 suite.

• End-to-End Incident Management: Own the ticketing lifecycle—intake, prioritization, diagnostic troubleshooting, and documentation—ensuring high-quality service delivery.

• Infrastructure & Connectivity: Diagnose and resolve networking issues (Wi-Fi, LAN, VPN) and maintain a working knowledge of IP addressing, DNS, and DHCP.

• Identity & Access Management: Administer Active Directory, including user provisioning, permissions management, and group policy updates.

• Onboarding/Offboarding: Manage the technical lifecycle of employees, including hardware provisioning, account configuration, and "Day 1" readiness.

• AV & Collaboration: Ensure all meeting rooms, AV systems, and collaboration tools are fully operational and optimized for daily business use.

• Strategic Escalation: Serve as a bridge to infrastructure or specialized engineering teams, providing detailed diagnostics and logs when complex escalations are necessary.

🧠 What you will bring

The top candidate will have the following skills:

• Experience: 2–5+ years in IT Service Desk or Desktop Support (L2) within a corporate or enterprise environment.

• Core Systems: Strong hands-on proficiency in Windows OS and Microsoft Office 365.

• Hardware: Expertise in supporting laptops, desktops, and peripherals.

• Identity Management: Practical experience with Active Directory (user provisioning, permissions, and access management).

• Network Fundamentals: Solid understanding of IP, DNS, DHCP, VPN, and general connectivity troubleshooting.

• Ticketing & Tools: Proficiency in enterprise ticketing systems (e.g., ServiceNow, Jira, or similar).

• Soft Skills: Proven ability to troubleshoot independently as a standalone, on-site IT resource without over-reliance on escalation.

Ideally you have…

• End-to-End Ownership: You take personal responsibility for technical issues from the initial report through to final resolution.

• Structured Problem Solving: You apply a logical, diagnostic approach to troubleshooting rather than relying on guesswork.

• Attention to Detail: You maintain accurate documentation and ensure thorough follow-through on all tickets and requests.

• Customer-Centric Communication: You translate complex technical issues into clear, professional updates for end-users.

• Composure Under Pressure: You remain calm, organized, and effective when managing high-priority requests or multiple urgent issues.

• On-Site Leadership: You are comfortable being the primary, visible IT presence and operating independently in a standalone capacity.

 

👥 Our Values

We are privileged to serve our loyal customer base in our mission to build lasting relationships with our clients based on trust and mutual success. We strive to deliver exceptional quality and consistency through a white-glove approach. By empowering businesses with tailored solutions and insights, we help them achieve their goals and navigate the ever-evolving tech landscape.

The values we live by:

• Customer-centric Solutions
• Innovation & Excellence
• Integrity & Transparency
• Data-driven Decision Making