IT SUPPORT TECHNICIAN

MISSION

The IT Support Technician is responsible for providing on-site and remote Level 1 (L1) technical support to IFS end users, ensuring timely resolution of IT issues and delivering a positive user experience.

RESPONSIBILITIES

• Install, configure, and troubleshoot end-user computing devices, including PCs, iPads, Macs, and Chromebooks.
• Provide Level 1 technical assistance and support for hardware and software-related queries and incidents.
• Troubleshoot and resolve basic hardware, software, network, and server access issues.
• Respond to user queries in person, by email, chat, or phone.
• Log all IT queries and incidents reported by school staff, teachers, and students in the ticketing system.
• Track incidents and service requests, escalating issues to the appropriate IT teams when necessary.
• Identify and escalate urgent issues requiring immediate attention.
• Report recurring technical problems to management.
• Follow up with users to confirm issue resolution and ensure tickets are closed appropriately.
• Document solutions and troubleshooting steps in the IT knowledge base.
• Assist with PC imaging, device deployment, and IT equipment management.

SKILLS, ABILITY AND REQUIRED QUALIFICATION

• Education:
• Diploma or degree in Information Technology, Computer Science, or a related field.
• ITIL certification is an advantage; willingness to obtain the certification is desirable.
• Experience:
• Fresh graduates are welcome to apply; up to 1 year of experience in IT support, helpdesk, or a similar role is an advantage.
• Technical Skills:
• Basic knowledge of Windows 11 and Microsoft Office 2024.
• Familiarity with Google Workspace, including Gmail, Google Drive, Google Meet, and Google Chat.
• Basic understanding of Windows Active Directory user administration.
• Knowledge of PC imaging and deployment tools, such as SCCM and intune, is an advantage.
• Basic understanding of LAN, Wi-Fi, and network troubleshooting.
• Familiarity with ticketing systems, such as GLPI, is an advantage.
• Willingness to learn device management, including PCs, iPads, Macs, Chromebooks, and carts.
• Basic knowledge of docking station setup, cabling, and EPSON touch projectors is an advantage.
• Soft Skills:
• Strong customer service skills and a user-focused attitude.
• Good communication and interpersonal skills
• Ability to work collaboratively as part of a team.
• Positive, proactive, and solution-oriented attitude.
• Willingness to learn, adapt to changes, and take initiative.
• Good organizational skills, attention to detail, and ability to manage multiple tasks.
• Flexibility and a strong sense of responsibility.

WORKING CONDITIONS

• Contract Type: Permanent (Full-Time)
• Work Hours: 42 hours per week (Ability to work in shifts, covering IT Support operating hours from 7:30 a.m. to 6:00 p.m.)
• Remuneration: Remuneration based on experience and the IFS salary scale
• Benefits: Health insurance coverage for employees, along with other benefits as outlined in the Employee Handbook
• Leaves Entitlement: The employee will be entitled to leave benefits in accordance with the IFS Leave Policy and applicable Singapore employment regulations
• Language Skills: Good command of English, both written and spoken.

LINE MANAGER

• Direct Supervisor: IT-Support Coordinator, or any other person designated by the School.

WORK RELATIONSHIPS

• Internal Relationships: Works closely with the IT-Support, IT-Apps, IT-Infra and IT-End-User Computing L2 engineering teams teams, as well as teachers, school staff, management and students, to resolve technical issues, provide timely IT support and ensure the smooth operation of L1 IT services.
• External Relationships: Liaises with external IT service providers, hardware and software vendors, and technical support partners as required to troubleshoot issues, coordinate repairs, and maintain IT equipment and services.