ICT Support Engineer (Service Management Department)

About the role

The National Institute of Education (NIE) in Singapore invites applications for an ICT Support Engineer within its Service Management Department. The role supports the IT Service Operations Manager in delivering reliable ICT and audio-visual (AV) services to NIE stakeholders, providing end-user support, diagnosing and resolving technical incidents, coordinating vendor escalation and keeping ICT/AV systems ready across teaching, learning, meeting and common spaces. It is a 3-year contract position.

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.
• Troubleshoot incidents and perform preventive and corrective maintenance of ICT/AV systems in lecture theatres, classrooms, tutorial rooms, laboratories and meeting rooms.
• Carry out ad hoc pre-lesson checks and functional testing, 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.
• Help evaluate, procure and deploy ICT/AV solutions, including AI-enhanced cameras and audio systems.
• Document incident resolutions and procedures in the internal Knowledge Base, and maintain configuration documentation.
• Maintain IT/AV asset records and conduct physical asset verification.
• Work with the cybersecurity team on endpoint security using AI-driven threat detection and EDR systems, and comply with NIE IT security 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, work under pressure and meet deadlines.

Required skills

• Familiarity with Generative AI assistants such as Microsoft Copilot and ChatGPT for troubleshooting, scripting and 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 with AV equipment (LED displays, projectors, interactive flat panels, microphones, loudspeakers, cameras, video conferencing) is advantageous.