IT Support Technician

International French School (Singapore); Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

An international educational institution in Singapore is seeking an experienced L1 IT Support professional. Responsibilities include troubleshooting computing devices and providing technical support to end-users. The ideal candidate should have at least 3 years of L1 support experience, ITIL certification, and strong skills in Windows and Google Workspace. Shift work is required, with full-time hours of 42 per week.

Qualifications

• Minimum of 3-years’ experience in L1 IT Support.
• ITIL certification is required.
• Ability to adapt to changes with a positive attitude.

Responsibilities

• Installation, configuration, and troubleshooting of computing devices.
• Provide Level 1 technical assistance for end-user issues.
• Log and track queries in ticketing tool.

Skills

L1 IT Support experience

Customer service

English proficiency

Team player

Adaptability

Interpersonal skills

Tools

Windows 11

EPSON Touch Projectors

Google Workspace

Windows Active Directory

SCCM

Microsoft Office 2024

GLPI

Basic Network knowledge

Job description

RESPONSIBILITIES

• Installation, configuration, and troubleshooting of end users computing devices (PC/iPad/Mac/Chromebooks)
• Support end-users (L1 Helpdesk)
• Provide Level 1 technical assistance and support for incoming queries and incidents related to end-user issues (hardware and software)
• Troubleshoot, diagnose and resolve basic technical hardware and software issues
• Troubleshoot and resolve basic network and server access problems for end users
• Respond to queries either in person, by email, chat or phone
• Logging of all school staff and teachers/students queries in ticketing tool
• Track and elevate problems and requests to appropriate IT resources
• Investigate and elevate situations requiring urgent attention
• Inform management of recurring problems
• Follow up with customers to ensure issue has been resolved and close ticket
• Document resolutions for knowledge base

SKILLS, ABILITY AND REQUIRED QUALIFICATION

• Minimum of 3-years’ experience in L1 IT Support
• Ability to work in shifts (IT-Support operating hours: 7:30am – 6pm)
• ITIL certified
• Working Experience/ Technical knowledge on the following:
  • Windows 11
  • EPSON Touch Projectors
  • Google Workspace (Gmail/Google Drive/Google Meet/Google Chat)
  • Windows Active Directory basic user administration
  • PC imaging (SCCM)
  • Microsoft Office 2024
  • Carts Management
  • Docking station cabling
• Ticketing tools (GLPI)
• Basic Network knowledge (LAN, Wi-Fi)
• Excellent customer service and follow-up
• Strong interpersonal skills
• Team player
• Good command of English language
• French language is an added advantage
• Able to adapt to changes
• Positive “can do” attitude
• Multi tasks, attention to details, proactive and flexible

WORK RELATIONSHIPS

• End-users
• VIPs
• IT Department (L2)
• Vendors and contractors (L3)

REPORTING

IT-Support Team Lead

WORKING CONDITIONS

• Ability to work in shifts (IT-Support operating hours: 7:30am – 6pm)
• Full time employment based on 42 hours per week