About the Role

We are looking for a hands-on, people-centred IT Support Specialist to be the first point of contact for staff and parents. You will support colleagues using our custom school management system, keep devices secure and up to date, liaise with suppliers, and make everyday tech feel easy.

Key Responsibilities

• First point of contact: Triage, troubleshoot, and resolve day-to-day issues; manage the ClickUp support queue; keep users informed; escalate when needed.
• System support (Agora Admin & apps): Help staff use our custom school management system and related apps; solve login, permissions, and data-entry issues; capture bugs/feature requests clearly.
• Parent support (Agora Parents app): Guide parents through sign-up, login/password resets, notification settings, and basic device troubleshooting (iOS/Android).
• Onboarding / offboarding: Set up and retire accounts (Google Workspace, ClickUp, and other tools), apply access rights, prepare/check devices, and complete checklists promptly.
• Supplier & hardware liaison: Coordinate with vendors for laptops, phones, printers, networking gear and repairs; obtain quotes; schedule work; track warranties.
• Device management: Keep macOS/ChromeOS/iOS/Android devices patched with OS/security updates, enable encryption, maintain inventories/asset tags, and document build standards.
• User training: Create quick guides and run short clinics on core tools (Google Workspace, internal systems, ClickUp, and apps).
• Automation: Update simple workflows in ClickUp and Make.com (forms → tickets, status sync, notifications).
• Google Workspace admin: Manage OUs and groups, security policies and 2-Step Verification, shared drives, and basic reporting.

Skills & Experience

• 2+ years in first-line IT support (SME or education environment ideal).
• Comfortable with macOS and ChromeOS (plus iOS/Android); basic networking (Wi-Fi/APs, DHCP/DNS) and printer support.
• Excellent customer-service communication: able to explain tech simply and patiently to non-technical users, including parents.
• Organised, methodical, and diligent with documentation (ClickUp Docs/knowledge base).
• Awareness of data protection and privacy (e.g., PDPA basics) when handling parent/staff information.

Traits We Value

• Responsive & helpful: Show up quickly and stay kind under pressure.
• Ownership: See tasks through to completion and close the loop with staff and parents.
• Patient & empathetic: Meet people where they are and keep communication jargon-free.
• Success Metrics (Example Targets)
• First response within 1 business hour, with clear updates until resolved.
• Staff onboarding completed by day 1; offboarding within 24 hours of notice.
• Working Style
• Mostly weekday office hours, with occasional support for events or roll-outs.
• Onsite across our centres, with light travel between locations.

How to Apply

Apply via this link https://forms.clickup.com/3139137/f/2ztj1-2365/XEZ2H1SA5047019RVN with your CV and a short note about a tricky support issue you solved for a non-technical user (staff or parent), including how you communicated progress.