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.