Singapore American School (SAS) is an independent, non-profit, co-educational day school offering an American-based curriculum for preschool through grade 12 with more than 4,000 students from more than 50 nations and over 700 faculty and staff on one campus. Our core technology platforms consist of Apple endpoint devices and Google Workspace for Education among a wide variety of classroom technology and applications to support academic and operational needs.

　　At SAS, High School supports a BYOD program while Middle School has a 1:1 Macbook program. The Elementary School, grades 1 through 5 has a 1:1 iPad program.

　　Roles and Responsibilities:

　　The IT Support Engineer (ITSE) is responsible for providing technical support to students, teachers and staff and answering general inquiries for all endpoint hardware, software and audio visual technologies. Specific responsibilities warrant proficiency in using current technology tools and digital platforms to create, communicate, collaborate and organize.

　　Provide tier 1 troubleshooting and support, guiding users with steps over the phone, through remote support tools or in person.

　　Tier 2 responsibility to support at least one of the assigned technology systems, as directed by the supervisor

　　Provide AV/IT equipment setup and ongoing support for school events

　　Installing, un-installing, configuring and troubleshooting software on students’, teachers' and staffs' SAS IT devices

　　Maintain and support endpoint information technology solutions including audio visuals in a learning space or an office environment.

　　Understand and assist in management of digital signage solution on campus

　　Face to face and remote support for educators, students and parents.

　　Guiding students, teachers and staff on IT software/system and hardware usage

　　Recording all incidents and requests with relevant details in the helpdesk system reported via walk-ins, phone calls or emails.

　　Vigilantly and effectively monitoring, evaluating and sharing responsibility with other team members for all incidents and requests reported via the helpdesk platform.

　　Working diligently to meet the assigned SLAs (Service Level Agreements) for all reported issues and requests.

　　Analyzing and evaluating all reported incidents and requests for any coordination, collaboration, escalation or delegation required with other tier 2 or tier 3 level support in the team.

　　Collaborating with divisional tech help center coordinators to perform duties when stationed at a divisional tech help center.

　　Assisting with deployment of purchased hardware and software

　　Assisting with e-waste management of SAS technology hardware for donation or disposal

　　Configure Apple devices using Mobile Device Management software

　　Assisting team’s procurement specialist to correspond with vendors for faulty hardware unit repairs and replacements

　　Performing other duties as and when assigned by the supervisor

　　Work Hours:

　　Work timings will rotate between the slots of: 07:00 am to 03:45 pm, 7:15 am to 4:00 pm, or 08:00 am to 04:45 pm, including a 45 min lunch break

　　Qualifications and Experience:

　　Diploma in Information Technology / Computer Engineering / Business Information Technology

　　Relevant experience (at least two years) in providing IT Support in a dynamic environment

　　Excellent communication skills in English (verbal and written)

　　Positive work attitude and initiative

　　Knowledge of Apple hardware and software (macOS, iOS, tvOS)

　　Knowledge of audio visual hardware and systems

　　Experience in Google Workspace Applications (GMail, Google Drive/Docs, etc.)

　　Interest and good knowledge of technology troubleshooting, maintenance, and installations

　　Able to work diligently, independently and under time constraints

　　Positive and growth mindset with excellent customer service skills

　　Ability to learn and adapt to new technology developments

　　Keen interest and experience in researching and collaborating with team on seeking new technology solutions

　　Ability to work cooperatively with the team

　　Ability to be flexible, creative and problem solve novel technology issues in a fast paced and dynamic environment

　　Mobile Device Management knowledge would be an advantage