National Institute of Education (NIE) is Singapore’s national teacher training institute. We are committed to our vision of being An Institute of Distinction: Leading the Future of Education and our mission to Inspire Learning, Transform Teaching and Advance Research.
The ICT Support Engineer reports to the IT Service Delivery Manager of Service Management Department. His/her primary responsibility is to provide ICT support to NIE stakeholders, identify root cause, offer appropriate solutions, and escalate to suppliers if necessary. He/she will mainly focus on establishing the essential technical know-how, ensure prompt resolution to equipment and service failure, and work closely with the service desk, engineering, end users and project managers to ensure proper operation and good end-user experience.
· Handle customers’ requests that include IT/AV-related issues and complaints, and attend to their requests in timely, pleasant, and professional manners.
· Provide technical support for IT/AV-related incidents via various customer touchpoints by performing technical analysis, corrective and preventive maintenance.
· Provide IT/AV support for events, lessons, meetings and video conferences, may require working beyond office hours if necessary.
· Provide corrective and preventive maintenance for IT/AV Systems in NIE Learning Spaces (i.e. collaborative classrooms, tutorial rooms, lecture theatres, teaching rooms/labs and meeting rooms).
· Track and report assigned tasks completion and meeting SLA targets.
· Document IT/AV-related problems and resolution procedures in Knowledge Base for future reference.
· Create and maintain technical documentation related to configuration of IT/AV equipment and components.
· Collaborate with the cybersecurity team to perform regular assessment and mitigation on the endpoint’s security and integrity level, ensuring compliance to NIE IT security guidelines and national regulations.
· Participate in IT Business Continuity and Disaster Recovery programmes.
· Assist in the evaluation and procurement of IT/AV equipment and solutions. Ensure seamless end-to-end delivery of services and solutions to customers and stakeholders.
· Maintain centralized records/database of IT/AV assets. Carry out onsite physical asset verification and report the findings to departmental asset admins for audit reconciliation, and update to the asset system.
· Undertake IT/AV-related initiatives/projects that drive greater efficiency and effectiveness of the division.
· Contribute to the continual service improvement of IT/AV services and processes by participating in ideation activities or project groups.
· Diploma in Information & Communication Technology or equivalent.
· Preferably with 1 years of experience in ICT support with good customer service skills.
· Good interpersonal and communication, both written and oral, skills.
· Proactive, self-motivated, resilient, and work well under pressure.
· A good team player with creativity and resourcefulness.
· Keen in discovering and assessing new technology for productivity purposes.
· Result-oriented with strong sense of accountability for accomplishing assignments within timelines.
· Works collaboratively with peers and technical team at various levels in the organization.
· Good knowledge and skills on computer troubleshooting, network, applications, and operating systems support such as Microsoft Windows, Microsoft Office, Macintosh Operating system and/or mobile device configuration.
· Good working knowledge on audio/video equipment
· Proficient in problem diagnostics and resolution, with the ability to work autonomously
· Certification in IT Information Library (ITIL) Foundation and good experience with ITIL best practices is an advantage.
Interested applicants, please apply here .