The posting
About BitLoop
BitLoop Technologies is a Singapore IT company building a managed IT services practice for SMEs. We are a Microsoft Cloud Solution Provider, Google Cloud Partner and Bitdefender partner, with distributor accounts in place.
This is the first technical hire for our new managed IT practice. The business is at an early stage and we are preparing to onboard our first managed services clients. The first months will focus on building the service foundations (SOPs, standard IT plans, service tiers and pricing) and supporting our first client engagements. As the business grows, we expect this role to grow into the Lead for Managed IT Services, hiring and managing a team of support engineers. We are looking for a long-term hire who wants to take on that responsibility.
Responsibilities
IT support and operations
- Run the helpdesk: first and second-line support by phone, email and remote session
- Administer Microsoft 365 and Google Workspace tenants: users, licensing, mail flow, security and device policies
- Deploy and manage endpoint security, remote monitoring, backup and other management platforms across client environments
- Carry out scheduled and ad-hoc on-site visits to client offices, including hardware setup, configuration and deliveries (laptops, desktops, printers, network equipment)
- Keep client documentation, asset records and tickets accurate and up to date
Scoping, specifications and quotations
- Assess client environments and requirements, on site and remotely
- Scope projects and recommend suitable hardware, software and licensing
- Prepare technical specifications, bills of materials and quotations, working with our distributors and vendors
- Join client meetings with our business development team to provide technical input on proposals
Building the practice
- Write and maintain SOPs for helpdesk, user onboarding and offboarding, patching, backup and security incident handling
- Help design our standard managed IT plans, service tiers and pricing
- Set up and evaluate internal tooling such as ticketing, remote monitoring and client documentation
- As the business grows, hire, onboard, train and manage a team of support engineers
Requirements
- Minimum 5 years in IT support roles, including substantial experience at an IT support company or managed service provider serving multiple business clients
- Hands-on administration of Microsoft 365 and Google Workspace
- Experience with endpoint security, RMM/PSA and backup platforms (for example Bitdefender, Microsoft Defender, Sophos, NinjaOne, Atera, Anydesk, Acronis, Veeam or similar). Experience with specific products matters less than the ability to pick up new platforms quickly
- Solid hardware, Windows and macOS skills, and working knowledge of business networking (firewalls, switches, Wi-Fi, VPN)
- Experience scoping client requirements and preparing technical specifications and quotations
- Professional, confident manner with clients, and clear written and spoken English
- Flexible, curious and quick to learn new technology products and software
- Keen to grow into a team lead and management role as the business grows
- Able to travel regularly to client sites across Singapore
Good to have
- Relevant certifications (e.g. Microsoft 365, Google Workspace Administrator, CompTIA, ITIL)
- Experience writing SOPs or designing IT service plans
- Experience with IT procurement and distributor portals
- Interest in bringing in new business. This is not a sales role, but we pay commission on new contracts you bring into the company
Terms
- Full-time, permanent position with 3-month probation (extendable)
- Hybrid: remote work plus a minimum of 1 day per week at our Cecil Street office, plus scheduled and ad-hoc client visits and deliveries. Expect frequent client site visits once the business is up and running. This is not a remote-only support role
- Our remote work policy is subject to change, and this role may move to fully in-person work in the future
- Monday to Friday, 9:00am to 6:00pm. Occasional ad-hoc weekend work as required, paid as overtime
- Salary S$4,500 to S$6,000 per month plus CPF, depending on experience, plus commission on new contracts you bring in
- This is a full-time commitment. Concurrent employment or outside IT work is not permitted
Eligibility and how to apply
- This role is open to Singapore Citizens and Permanent Residents only. We do not sponsor work passes
- Applications from foreign candidates and foreign IT companies will not be considered
- Only applications submitted through MyCareersFuture will be considered. Please do not contact us directly by email, phone or WhatsApp
