IT / Cybersecurity

IT Support Engineer

You hold the keys. Accounts, devices, resets and admin rights — everything an attacker wants, routed through your ticket queue.

Individual contributor · Second lineSingapore HQ — Level 27, Marina BayIT / Cybersecurity

Your seat in the org chart

TWTan Wei JieIT Support Engineer · Team Member

You take over this seat. The manager, team and projects below are the same ones the rest of the company sees on the Orion Dynamics website.

View the staff directory profile

Biography

You joined Orion Dynamics two years ago as a first-line service desk analyst and moved to second line last year. You cover the Singapore office: desk-side support, account provisioning, laptop builds and the long tail of problems that nobody else wants to own.

You are trusted with local administrator rights and you can reset passwords and re-enrol multi-factor authentication for almost anyone in the company. That trust is the whole point of your job — and it is exactly why someone pretending to be a stressed director will come looking for you.

Right now you are working through two programmes at once: the Windows 11 upgrade queue and the company-wide MFA deployment. Both generate a constant stream of change notices, enrolment links and confused colleagues — which is a very convenient backdrop for anything that wants to blend in.

Current projects

Windows 11 rollout

Upgrading 180 devices across three offices on a rolling schedule. You own the Singapore queue: pre-checks, imaging, user migration and the post-upgrade issues that always follow.

MFA deployment

Enrolling every remaining department into phishing-resistant multi-factor authentication through August and September. You handle enrolments, lost-device resets and the exception requests Gabriel Yeo keeps rejecting.

Daily responsibilities

Password resets and account recovery

Verifying identity against the service desk checklist before you reset anything — including when the caller is senior, in a hurry, and clearly annoyed with you.

Helpdesk queue

Triaging second-line tickets against SLA, picking up escalations from Farid Noor on the KL early shift, and closing what you can before the day's backlog builds.

Device and access support

Laptop builds, software installs, VPN and Teams problems, new joiner provisioning and leaver de-provisioning, plus keeping the asset register honest.

A typical workday

08:45
Shift handover
Read Farid's overnight handover notes from KL and pick up anything escalated to second line.
09:30
Ticket triage
Work the queue by SLA. Three password resets, a VPN failure and a laptop that will not wake from sleep.
11:00
Windows 11 upgrades
Two scheduled machine upgrades in the Finance area. Both users want to know why it has to be today.
13:00
MFA enrolment clinic
A walk-up session for the Marketing team, who are all enrolling ahead of the September deadline.
15:00
Escalations
An urgent request from someone claiming to be travelling and locked out before a client meeting.
17:00
Queue close-down
Update tickets, hand over open items to the KL night shift, top up the asset register.

Create a profile Sign in or play as guest

Reporting line

CRChandra RajanChief Executive Officer
BLBeatrice LauChief Operating Officer
RSRachel SimDirector of IT & Cybersecurity
KOKelvin OngIT Infrastructure Manager
TWYou — Tan Wei JieIT Support Engineer

Team members

Peers on your team

See the whole department

Skills required

Identity verification discipline under social pressure
Windows endpoint and Microsoft 365 administration
Entra ID account, group and MFA management
Ticket triage and SLA management
Recognising credential-harvesting and IT-impersonation lures
Clear escalation to the security operations team

What will come for you

Fake IT service desk and 'MFA expiring' notices
Callers impersonating senior staff to force a password reset
Malicious software install and driver-update requests
Access-request escalation from colleagues who should not have it

Select this career to open the OrionMail client and start the tutorial.