ICT Support Engineer – Service Management

About the role

The National Institute of Education (NIE) seeks an ICT Support Engineer to join its Service Management Department. You will work closely with the IT Service Operations Manager to deliver reliable ICT and AV services to faculty, staff, and students across the NTU Main Campus.

Key responsibilities

• Serve as the first point of contact for IT and AV incidents, handling service requests and monitoring AI‑driven service desk chatbot queries.
• Diagnose, troubleshoot and resolve hardware, software and AV issues, performing corrective and preventive maintenance.
• Provide on‑site IT/AV support for events, video conferences and classroom sessions, including after‑hours coverage when required.
• Maintain and operate IT/AV equipment in lecture theatres, labs and meeting rooms, and assist with procurement and deployment of AI‑enhanced hardware.
• Document incident resolutions, best practices and configuration guides in the internal Knowledge Base, using generative AI tools where appropriate.
• Manage IT/AV asset records, conduct physical verification and support audit compliance.
• Collaborate with the cybersecurity team to implement AI‑driven endpoint detection and response (EDR) solutions and ensure adherence to security policies.

Required profile

• Strong analytical mindset with the ability to identify root causes of technical issues.
• Excellent communication skills to interact with end‑users, service desk staff and project teams.
• Commitment to delivering high‑quality user experiences and meeting service level agreements.

Required skills

• Hardware and software troubleshooting
• AV system support and maintenance
• AI‑driven diagnostic tools
• IT Service Management (ITSM) platforms
• AI service desk chatbot handling
• Generative AI documentation tools
• Endpoint Detection and Response (EDR) systems