IT Support Officer

SINGAPORE RED CROSS SOCIETY; Singapore; On-site; SGD 42,000 - 54,000; Full time

Job summary

SINGAPORE RED CROSS SOCIETY is hiring an IT Support Officer to deliver Level 1 and Level 2 technical support, ensuring smooth operation of IT systems and services.

You will troubleshoot Windows Server issues, manage helpdesk tickets, maintain IT assets, and provide IT and AV support for events, with operations support as needed.

Qualifications

• Diploma or Bachelor’s Degree in IT/CS or related field.
• Minimum 2 years of IT support experience including Windows Server troubleshooting.
• Experience with asset management and AV support is a plus.
• Certifications such as ITIL, CompTIA A+, Microsoft are advantageous.

Responsibilities

• Manage and resolve IT support tickets through the helpdesk system with timely resolution.
• Provide Level 1 support for end‑user devices and escalate to Level 2 as needed.
• Troubleshoot Windows Server, Active Directory, file sharing and group policies.
• Diagnose network connectivity, VPN, and firewall issues.
• Support AV equipment for meetings and events on-site and virtual.

Education

Diploma or Bachelor’s Degree in IT/CS

Tools

Windows Server

Active Directory

Networking

Google Workspace

Microsoft 365

ITIL (advantageous)

CompTIA A+ (advantageous)

Job description

Job Purpose

The IT Support Officer provides Level 1 and Level 2 technical support to ensure the smooth operation of the organisation’s IT systems and services. Key duties include troubleshooting Windows Servers, managing IT support tickets, maintaining IT infrastructure, overseeing IT asset management, and supporting IT and AV needs for events. The Officer will also assist with operations support and perform tasks assigned by the IT Head to ensure the effective delivery of IT services.

Job Responsibilities

IT Support and Troubleshooting (Level 1 & Level 2)

1. Manage and resolve IT support tickets through the helpdesk system, ensuring timely issue resolution.
2. Provide Level 1 support for end‑user devices and elevate complex issues to Level 2 support.
3. Troubleshoot Windows Server issues, including user access, Active Directory, file sharing, and group policies.
4. Diagnose and resolve network connectivity issues, VPN configurations, and firewall settings.
5. Support end‑user devices, including desktops, laptops, printers, and mobile devices.

IT Asset Management and Issuance/Clearance

1. Maintain and update the IT asset inventory, including hardware, software licenses, renewals and warranties.
2. Manage IT asset issuance during employee onboarding, ensuring proper setup of devices and accounts.
3. Oversee IT asset clearance during offboarding, ensuring retrieval of devices and revocation of access.
4. Conduct regular IT asset audits to ensure accountability and compliance with security standards.
5. Ensure proper disposal of end‑of‑life equipment in accordance with security policies.

Maintenance and System Updates

1. Perform preventive maintenance on servers, desktops, laptops, and network devices.
2. Apply Windows Server patches, updates and security fixes to maintain a secure IT environment.
3. Assist with system upgrades and hardware replacements.

IT and AV Support for Events

1. Provide IT and AV support for meetings, workshops and conferences, both on‑site and virtual.
2. Set up and operate AV equipment such as projectors, microphones, speakers and video conferencing systems.
3. Manage virtual and hybrid meetings using platforms such as Zoom, Microsoft Teams, and Google Meet.
4. Troubleshoot technical issues during events to minimize disruptions and ensure smooth operations.

Operations Support and Other Tasks

1. Provide operational IT support, including backup management, data restoration and system monitoring.
2. Assist in documenting IT processes and maintaining accurate IT records.
3. Support IT procurement by assisting with vendor coordination and purchasing IT equipment.
4. Perform other tasks as assigned by the IT Head, such as assisting with IT projects, audits or training sessions.

User Training and Documentation

1. Provide basic IT training to staff on systems, tools and best practices.
2. Create and maintain user guides, FAQs and knowledge‑base articles to address common IT issues.
3. Promote cybersecurity awareness across the organisation to reduce IT risks.

Job Specification

Qualifications and Experience

1. Diploma or Bachelor’s Degree in IT, Computer Science or a related field.
2. Minimum 2 years of experience in IT support, including Windows Server troubleshooting and network support.
3. Experience in IT asset management and AV support is preferred.
4. Certifications such as ITIL, CompTIA A+, Microsoft certifications (e.g., MCSA, MCP) are advantageous.

Additional Skills and Knowledge

1. Strong troubleshooting skills for Windows Servers, Active Directory and networking.
2. Proficiency in Google Workspace, Microsoft Office and IT infrastructure management.
3. Familiarity with IT helpdesk ticketing systems.
4. Experience with AV systems and virtual meeting platforms.
5. Strong organisational and communication skills to support both technical and non‑technical users.

Desired Behavior

1. Be customer‑focused by providing timely, patient and empathetic IT support to all users.
2. Proactive by identifying and resolving issues before they escalated, improving IT processes.
3. Take ownership of tasks and follow through on unresolved issues.
4. Be able to adjust to changing IT needs and stay calm under pressure.
5. Work effectively with team members and communicate clearly with users.
6. Uphold cybersecurity best practices and protect sensitive data.
7. Support the organisation’s goals with a service‑oriented mindset.