Position Overview
We are seeking a dedicated IT Support Specialist to join our team and ensure seamless technology operations across our organisation. This role combines technical expertise with excellent customer service skills to support end-users and maintain critical IT infrastructure across multiple locations on Sentosa Island.
Key Responsibilities
Infrastructure & Network Support
- Maintain and support end-user computing devices (EUCDs) and network infrastructure, including LAN and WiFi systems.
- Oversee back-end server operations to ensure optimal performance and reliability across all locations.
Security Management
- Administer and manage anti-virus solutions, specifically Trend Micro and Apex One Office Scan systems.
- Ensure all IT systems remain current with security patches for Windows, Intel drivers, and applications to maintain organisational security standards.
Service Desk Operations
- Provide comprehensive helpdesk support through multiple channels including email, IT hotline, walk-in requests, and both onsite and remote assistance.
- Maintain detailed logs of all incidents and support requests whilst ensuring timely resolution through our ITSM platform.
Technical Support & Deployment
- Manage front-end client systems running Windows 11 and other operating systems, including imaging, deployment, and troubleshooting.
- Provide technical assistance for hardware and software setup, configuration, and problem resolution.
Asset & Vendor Management
- Maintain accurate IT asset management records, including asset tagging and proper disposal of equipment.
- Coordinate with vendors for system setup, repairs, and maintenance activities whilst logging all cases appropriately.
Documentation & Reporting
- Create clear technical documentation and user manuals with step-by-step instructions.
- Maintain work-in-progress reports and ensure all activities are properly documented for knowledge sharing and compliance purposes.
Additional Support
- Configure and support online video conferencing systems to facilitate effective communication across the organisation.
- Undertake other duties as assigned by the IT Supervisor to support overall departmental objectives.
Required Qualifications
- Diploma or degree in Information Technology, Computer Science, or related field
- Minimum 2-3 years of experience in IT support or helpdesk roles
- Strong knowledge of Windows operating systems, particularly Windows 11
- Experience with network troubleshooting (LAN/WiFi)
- Familiarity with ITSM platforms and ticketing systems
- Knowledge of anti-virus management systems (Trend Micro preferred)
- Understanding of hardware and software troubleshooting methodologies
Preferred Qualifications
- Professional certifications (CompTIA A+, Network+, or Microsoft certifications)
- Experience with server administration
- Knowledge of video conferencing systems
- Asset management system experience
- Previous experience in government or public sector environments
Key Competencies
- Excellent problem-solving and analytical skills
- Strong communication and interpersonal abilities
- Customer service orientation with focus on user satisfaction
- Ability to work independently and manage multiple priorities
- Attention to detail and commitment to documentation
- Willingness to travel between multiple office locations
- Adaptability to changing technology environments