ICT Support Engineer (Service Management Department)

About the role

The National Institute of Education (NIE) in Singapore is hiring an ICT Support Engineer for its Service Management Department within the Academic Computing and Information Services (ACIS) division. This is a 3-year contract position supporting the IT Service Operations Manager in delivering reliable ICT and audio-visual (AV) services to NIE stakeholders. The engineer provides end-user support, resolves technical incidents, coordinates vendor escalation and keeps ICT/AV systems ready across teaching, learning, meeting and common spaces.

Key responsibilities

• Act as first point of contact for IT and AV issues, including monitoring and escalating AI service desk chatbot inquiries, and deliver services that meet SLAs.
• Perform preventive and corrective maintenance of ICT/AV systems in lecture theatres, classrooms, tutorial rooms, laboratories and meeting rooms, and run ad hoc pre-lesson checks.
• Troubleshoot display, projection, audio, camera, AV control, hybrid conferencing and network connectivity issues, and coordinate vendors on fault rectification, warranty claims and equipment replacement.
• Maintain maintenance checklists, fault histories and service records, and support service restoration during disruptions.
• Document incident resolutions, best practices and procedures in the internal Knowledge Base, and maintain configuration documentation.
• Maintain IT/AV asset records, conduct physical asset verification and report findings for audit reconciliation.
• Collaborate with the cybersecurity team on endpoint security using AI-driven threat detection and EDR systems, and comply with NIE IT security policies and acceptable AI usage policies.
• Take part in IT business continuity and disaster recovery programmes, and look for ways to automate routine support tasks with AI, scripts and RPA.

Required profile

• Polytechnic Diploma in ICT or a related field, with strong knowledge of technology supporting IT and AV infrastructure.
• At least 2 years of experience in ICT support, with a proven track record in customer and technical support.
• ITIL Foundation certification and experience with ITIL best practices preferred.
• Proactive, resilient and responsible, able to prioritise tasks, work under pressure and meet deadlines.

Required skills

• Familiarity with Generative AI assistants such as Microsoft Copilot and ChatGPT for troubleshooting, scripting and workflow automation.
• Solid knowledge of computer troubleshooting, networking, applications and operating systems, including Microsoft Windows, Microsoft Office, Macintosh OS and mobile devices.
• Knowledge of networking protocols and common software tools.
• Hands-on experience supporting LED displays, projectors, interactive flat panels, microphones, loudspeakers, cameras and video conferencing systems is advantageous.