Senior Officer, IT Support

Job Purpose 

We are seeking a proactive, reliable, and digital-confident IT professional to provide high-quality technical and operational support within a dynamic school environment. This role supports core ICT and Educational Technology (EdTech) operations across end-user support, student device management, digital system administration, and infrastructure upkeep, while contributing to process efficiency, digital enablement, and cybersecurity compliance. . 

Key Responsibilities

1. End-User Technical Support

• Provide first- and second-level technical support to staff and students.

• Diagnose and resolve hardware, software, network, printing and peripheral issues.

• Install, configure, upgrade and maintain desktops, notebooks, mobile devices and software applications.

• Provide troubleshooting support on Windows, macOS, iPads, Chromebooks and other school-issued devices through both on-site and remote assistance.

2. Personalised Digital Learning Programme (PDLP) Management

• Configure, deploy, maintain and refresh student learning devices under the School's Personalised Digital Learning Programme (PDLP).

• Troubleshoot device issues, operating system updates and application deployment.

• Coordinate warranty repairs, vendor servicing and device replacement programmes.

3. Systems Administration

• Administer / Manage user accounts, access permissions, email groups and Google Workspace.

• Monitor server health, storage utilisation and system performance.

• Perform routine system maintenance, data backups and recovery testing.

4. ICT Infrastructure Management

• Maintain wired and wireless network infrastructure.

• Support LAN rooms, computer laboratories, classroom ICT equipment.

• Coordinate maintenance of switches, wireless access points, firewalls, printers, and network services.

• Provide ICT and audiovisual support for teaching and learning, examinations and school events.

5. Cybersecurity and Compliance

• Implement cybersecurity best practices and school ICT security policies.

• Perform vulnerability checks, endpoint protection monitoring, and software patch management.

• Support cybersecurity awareness programmes for staff and students.

• Respond to security incidents and coordinate remediation activities.

• Ensure compliance with MOE cybersecurity requirements and data protection policies.

6. ICT Asset and Software Management

• Maintain accurate records of ICT assets, software licences, warranties, and

inventories.

• Plan equipment replacement cycles and technology refresh programmes.

• Coordinate procurement, quotation evaluation, and vendor management.

• Support annual stocktake and asset verification exercises.

7. Educational Technology Support

• Support digital teaching and learning platforms.

• Assist teachers with educational applications including:

• Microsoft 365

• Google Workspace

• ClassPoint

• Kahoot!

• Camtasia

• Learning Management Systems

• Provide classroom ICT support during lessons, examinations, and school events.

• Evaluate and recommend new educational technologies to enhance teaching and learning.

• Support school-wide events requiring ICT and audiovisual services.

Requirements

• A Diploma in Information Technology, Computer Science, or a related technical field

• A minimum of 3-5 years of experience in IT support, help desk operations and systems administration. 

• Ability to troubleshoot physical desktop/laptop hardware, mobile devices (iOS/Android), and peripheral equipment.