ABOUT THE NATIONAL INSTITUTE OF EDUCATION (NIE)

The National Institute of Education (NIE), Singapore, is Singapore's national teacher education institute and we are proud to be an integral part of the nation's education service. We play a key role in the preparation of teachers and in the provision of teacher professional and school leadership development programmes. We are committed to our vision of being An Institute of Distinction: Leading the Future of Education and our mission to Inspire Learning, Transform Teaching and Advance Research.

The Academic Computing and Information Services (ACIS) division oversees and supports the information communication technologies (ICT) needs of NIE. We invite applications for the position of ICT Support Engineer in the ACIS division. Join us for an exciting career as we work towards transforming the education landscape in Singapore.

Job Summary:

The ICT Support Engineer supports the Manager, IT Service Operations within the Service Management Department and is responsible for delivering effective ICT support to NIE stakeholders. The role involves diagnosing and resolving hardware, software, and service-related issues, identifying root causes, and escalating to external vendors when necessary. The engineer ensures the timely resolution of technical problems, maintains essential ICT infrastructure knowledge, and collaborates closely with service desk staff, technical teams, end users, and project managers to ensure smooth operations and a positive end-user experience.

Job Responsibilities:

1. End-User Support and Service Delivery

• Act as the first point of contact for IT and AV-related issues or service requests, responding promptly and professionally across various support channels.
• Provide technical support for incidents through analysis, troubleshooting, and execution of both corrective and preventive maintenance.
• Deliver IT/AV support for events, meetings, video conferences, and lessons-including after-hours support when necessary.
• Ensure seamless delivery of IT/AV services and solutions, maintaining a high level of end-user satisfaction.
• Track and report task completion and ensure adherence to service level agreements (SLAs).

2. IT/AV Systems Maintenance and Operations

• Perform routine preventive and corrective maintenance for IT/AV systems in NIE learning spaces, including lecture theatres, collaborative classrooms, tutorial rooms, labs, and meeting rooms.
• Assist in the evaluation, procurement, and deployment of IT/AV equipment and solutions.
• Engage in IT/AV-related projects and initiatives that enhance service efficiency, effectiveness, and user experience.

3. Documentation and Knowledge Management

• Document incident resolutions, best practices, and standard procedures in the internal Knowledge Base.
• Create and maintain accurate technical documentation for IT/AV configurations and deployment guides.

4. Asset and Inventory Management

• Maintain centralised records of IT/AV assets and update asset databases regularly.
• Conduct physical verification of assets and report findings for audit reconciliation and compliance.

5. Security and Compliance

• Collaborate with the cybersecurity team to assess and enhance the security and integrity of endpoints.
• Ensure compliance with NIE's IT security policies and relevant regulatory requirements.

6. Business Continuity and Process Improvement

• Participate in IT Business Continuity and Disaster Recovery (BCDR) programmes to support operational readiness.
• Contribute to continual service improvement through innovation, feedback, and participation in ideation or cross-functional project teams.

Requirements:

1. Educational Background and Certifications

• Minimally a Diploma in Information & Communication Technology (ICT) or a related field, with a strong foundational knowledge in technology and systems to effectively support IT and AV infrastructure.

2. Experience and Technical Skills

• At least 2 years of experience in ICT support, with a proven track record in delivering excellent customer service, ensuring stakeholders receive timely and effective technical assistance.
• Solid knowledge and practical skills in computer troubleshooting, networking, and supporting applications and operating systems, such as Microsoft Windows, Microsoft Office, Macintosh OS, and mobile devices. This includes a strong understanding of networking protocols and common software tools.
• Familiarity with audio/video equipment and systems, with a sound understanding of AV troubleshooting and setup, ensuring smooth operations for events, lessons, and meetings.
• Proficient in problem diagnostics and resolution, with the ability to work autonomously, efficiently identifying and resolving technical issues with minimal supervision.

3. Key Personal Attributes

• Highly proactive, self-motivated, and resilient, with the ability to perform effectively in high-pressure situations. Demonstrates a strong sense of urgency and takes initiative to resolve issues independently, ensuring timely and efficient support even in challenging circumstances.
• Result-oriented with a strong sense of responsibility and the ability to meet deadlines, ensuring that tasks are completed on time and to a high standard, while maintaining focus on achieving measurable outcomes.
• A collaborative team player with creativity, resourcefulness, and strong problem-solving abilities, able to work well with peers and adapt to changing needs to achieve optimal results.
• Excellent interpersonal and communication skills, both written and verbal, are essential for clear and professional communication with users, team members, and external stakeholders.

4. Innovation and Continuous Improvement

• Strong interest in discovering and evaluating new technologies to improve productivity, staying up to date with the latest trends and tools that can enhance service delivery and operational efficiency.
• Ability to work collaboratively with peers and technical teams at various levels of the organisation, promoting effective communication and teamwork to resolve issues and implement solutions.

Other Information
NIE staff can take chartered buses at their own expense from or near their homes to NIE campus. This is subject to the availability of seats.

Req ID: R00020262