ICT Support Engineer (Service Management Department) [NIE]

Nanyang Technological University; Singapore; On-site; SGD 36,000 - 56,000; Full time

Job summary

The National Institute of Education (NIE), Singapore invites applications for an ICT Support Engineer to support our IT Service Operations Manager in delivering ICT support to NIE stakeholders. The role diagnoses and resolves hardware, software and service issues, and uses AI-driven tools to improve resolution efficiency.

You will work with service desk staff, technical teams, end users and project managers to ensure smooth operations and proactive user experience, including maintenance of ICT

Qualifications

• Politechnic diploma in ICT or related field with strong knowledge of IT/AV infrastructure.
• ITIL Foundation certification preferred.
• 2+ years in ICT support or technical Customer Service.
• Familiarity with generative AI assistants for troubleshooting and automation.
• Proficiency with Windows, macOS and mobile devices.

Responsibilities

• Act as the first point of contact for IT and AV issues and service requests.
• Troubleshoot incidents, perform preventive maintenance, and escalate when needed.
• Maintain knowledge base and document incident resolutions.
• Assist in procurement, deployment, and configuration of IT/AV equipment.
• Support events, meetings and lessons including after-hours coverage.
• Collaborate with cybersecurity and other teams to enforce best practices.

Skills

ICT support experience

Customer service

Generative AI tools

Windows/macOS

Networking basics

AV equipment troubleshooting

Scripting/automation basics

ITIL Foundation

Education

Polytechnic Diploma in ICT

ITIL Foundation certification

Tools

ITSM platforms

Microsoft Copilot

ChatGPT

Job description

ABOUT THE NATIONAL INSTITUTE OF EDUCATION (NIE) The National Institute of Education (NIE), Singapore is Singapore’s national teacher training institute. 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. Read more about NIE here. The Academic Computing and Information Services (ACIS) division oversees NIE’s ICT needs. We invite applications for the position of ICT Support Engineer to support our efforts in transforming the education landscape in Singapore.

Job Summary

The ICT Support Engineer supports the IT Service Operations Manager in delivering ICT support to NIE stakeholders. The role diagnoses and resolves hardware, software and service issues, identifies root causes, and escalates to external vendors when required. The engineer also uses AI-driven diagnostic tools and ITSM platforms to improve resolution efficiency. The role maintains knowledge of ICT infrastructure and works with service desk staff, technical teams, end users, and project managers to ensure smooth operations and a positive user experience.

Job Responsibilities

• End-User Support and Service Delivery – Act as the first point of contact for IT and AV issues and service requests, including monitoring and escalating AI service desk chatbot inquiries. Analyse and troubleshoot incidents and perform corrective and preventive maintenance. Provide IT/AV support for events, meetings, video conferences and lessons, including after-hours support when required. Deliver IT/AV services that meet user needs and satisfaction. Track task completion and ensure adherence to service level agreements (SLAs).
• IT/AV Systems Maintenance and Operations – Perform preventive and corrective maintenance of IT/AV systems in lecture theatres, classrooms, tutorial rooms, labs and meeting rooms. Assist in the evaluation, procurement and deployment of IT/AV equipment and solutions, including AI-enhanced hardware such as intelligent auto-framing cameras and AI noise-cancellation audio systems. Participate in IT/AV projects and initiatives to improve service efficiency and user experience.
• Documentation and Knowledge Management – Document incident resolutions, best practices and standard procedures in the internal Knowledge Base. Maintain technical documentation for IT/AV configurations and deployment guides, using generative AI tools where applicable.
• Asset and Inventory Management – Maintain IT/AV asset records and update asset databases. Conduct physical asset verification and report findings for audit reconciliation and compliance.
• Security and Compliance – Collaborate with the cybersecurity team to enhance endpoint security using AI-driven threat detection and endpoint response (EDR) systems. Ensure compliance with NIE IT security policies, relevant regulatory requirements and acceptable AI usage policies.
• Business Continuity and Process Improvement – Participate in IT Business Continuity and Disaster Recovery (BCDR) programmes. Contribute to service improvement through innovation, feedback and cross-functional projects. Identify opportunities to automate routine support tasks using AI, scripts and robotic process automation (RPA).

Requirements

• Educational Background and Certifications – A Polytechnic Diploma in Information & Communication Technology (ICT) or a related field, with strong knowledge of technology and systems supporting IT and AV infrastructure. ITIL Foundation certification and experience with ITIL best practices are preferred.
• Experience and Technical Skills – At least 2 years of experience in ICT support, with a proven track record in customer service and technical support. 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. Familiarity with audio/video equipment, including AV troubleshooting and setup for events, lessons and meetings. Ability to diagnose and resolve technical issues independently with minimal supervision.
• Key Personal Attributes – Proactive, self-motivated and resilient, with a strong sense of urgency and ability to work under pressure. Result-oriented and responsible, with the ability to meet deadlines and deliver work to a high standard. Collaborative team player with creativity, resourcefulness and strong problem-solving skills. Excellent written and verbal communication and interpersonal skills.
• Innovation and Continuous Improvement – Strong interest in new technologies, particularly AI and automation tools, to improve productivity and service efficiency. Ability to stay current with relevant technology trends and tools. Ability to collaborate with peers and technical teams across the organisation to resolve issues and implement solutions.

Closing Date

The closing date of the advertisement is 4 September 2026. We regret that only shortlisted candidates will be notified.

Other Information

NIE staff can take chartered buses at their own expense from or near their home to the NIE campus. This is subject to the availability of bus routes and seats.

Hiring Institution

NIE A research-intensive public university, Nanyang Technological University, Singapore (NTU Singapore) has 33,000 undergraduate and postgraduate students in the Engineering, Business, Science, Humanities, Arts, & Social Sciences, and Graduate colleges. It also has a medical school, the Lee Kong Chian School of Medicine, established jointly with Imperial College London. NTU is also home to world-class autonomous institutes – the National Institute of Education, S Rajaratnam School of International Studies, Earth Observatory of Singapore, and Singapore Centre for Environmental Life Sciences Engineering – and various leading research centres such as the Nanyang Environment & Water Research Institute (NEWRI) and Energy Research Institute @ NTU (ERI@N). Ranked amongst the world’s top universities by QS, NTU has also been named the world’s top young university for the past seven years. The University’s main campus is frequently listed among the Top 15 most beautiful university campuses in the world and has 57 Green Mark-certified (equivalent to LEED-certified) buildings, of which 95% is certified Green Mark Platinum. Apart from its main campus, NTU also has a campus in Novena, Singapore’s healthcare district. Under the NTU Smart Campus vision, the University harnesses the power of digital technology and tech-enabled solutions to support better learning and living experiences, the discovery of new knowledge, and the sustainability of resources. For more information, visit www.ntu.edu.sg About NIE About RSIS About LKCMedicine About NTUItive