ICT Support Engineer (Service Management Department) [NIE]

ABOUT THE NATIONAL INSTITUTE OF EDUCATION (NIE)

The National Institute of Education (NIE), Singapore, is Singapore’s national teacher education institute and we are proud to be an integral part of the nation’s education service. We play a key role in the preparation of teachers and in the provision of teacher professional and school leadership development programmes. We are committed to our vision of being An Institute of Distinction: Leading the Future of Education and our mission to Inspire Learning, Transform Teaching and Advance Research. Read more about NIE here.

The Academic Computing and Information Services (ACIS) division oversees NIE’s ICT needs. We invite applications for the position of ICT Support Engineer to support our efforts in transforming the education landscape in Singapore. This is a 3-year contract position.

Job Summary

The ICT Support Engineer supports the IT Service Operations Manager in delivering reliable ICT and audio-visual (AV) services to NIE stakeholders. The role provides end-user support, diagnoses and resolves technical incidents, coordinates vendor escalation, and maintains the operational readiness of ICT/AV systems across teaching, learning, meeting and common spaces.

Working with service desk staff, technical teams, users and project managers, the engineer performs preventive and corrective maintenance, uses IT service management and AI-assisted diagnostic tools where appropriate, and helps minimise service disruptions and improve the user experience.

Job Responsibilities

1. End-User Support and Service Delivery

• Act as the first point of contact for IT and AV issues and service requests, including monitoring and escalating AI service desk chatbot inquiries.
• Analyse and troubleshoot incidents and perform corrective and preventive maintenance.
• Provide IT/AV support for events, meetings, video conferences and lessons, including after-hours support when required.
• Deliver IT/AV services that meet user needs and satisfaction.
• Track task completion and ensure adherence to service level agreements (SLAs).

2. IT/AV Systems Maintenance and Operations

• Perform preventive and corrective maintenance of ICT/AV systems in lecture theatres, classrooms, tutorial rooms, laboratories and meeting rooms.
• Conduct ad hoc pre-lesson checks and functional testing to ensure facilities are ready for scheduled lessons, workshops and events.
• Monitor system status and performance; identify potential faults and take appropriate action to maintain service availability.
• Troubleshoot display, projection, audio, camera, AV control, hybrid conferencing and network connectivity issues; restore service or escalate as necessary.
• Coordinate vendors on fault rectification, warranty claims, maintenance and equipment replacement, and verify completed work.
• Maintain maintenance checklists, fault histories and service records; monitor equipment condition and warranties, and flag ageing or recurring-fault assets for replacement planning.
• Support service restoration and operational continuity during ICT/AV disruptions.
• Assist with the evaluation, procurement and deployment of ICT/AV solutions, including AI-enhanced cameras and audio systems, and participate in improvement projects.

3. Documentation and Knowledge Management

• Document incident resolutions, best practices and standard procedures in the internal Knowledge Base.
• Maintain technical documentation for IT/AV configurations and deployment guides, using generative AI tools where applicable.

4. Asset and Inventory Management

• Maintain IT/AV asset records and update asset databases.
• Conduct physical asset verification and report findings for audit reconciliation and compliance.

5. Security and Compliance

• Collaborate with the cybersecurity team to enhance endpoint security using AI-driven threat detection and endpoint response (EDR) systems.
• Ensure compliance with NIE IT security policies, relevant regulatory requirements and acceptable AI usage policies.

6. Business Continuity and Process Improvement

• Participate in IT Business Continuity and Disaster Recovery (BCDR) programmes.
• Contribute to service improvement through innovation, feedback and cross-functional projects.
• Identify opportunities to automate routine support tasks using AI, scripts and robotic process automation (RPA).

Requirements

1. Educational Background and Certifications

• A Polytechnic Diploma in Information & Communication Technology (ICT) or a related field, with strong knowledge of technology and systems supporting IT and AV infrastructure.
• ITIL Foundation certification and experience with ITIL best practices are preferred.

2. Experience and Technical Skills

• At least 2 years of experience in ICT support, with a proven track record in customer service and technical support.
• Familiarity with Generative AI assistants such as Microsoft Copilot and ChatGPT for troubleshooting, scripting and workflow automation.
• Solid knowledge of computer troubleshooting, networking, applications and operating systems, including Microsoft Windows, Microsoft Office, Macintosh OS and mobile devices.
• Knowledge of networking protocols and common software tools.
• Familiarity with audio/video equipment, including AV troubleshooting and setup for events, lessons and meetings.
• Ability to diagnose and resolve technical issues independently with minimal supervision.
• Hands-on experience in supporting and troubleshooting common AV equipment such as LED displays, projectors, interactive flat panels, microphones, loudspeakers, cameras and video conferencing systems is advantageous.

3. Key Personal Attributes

• Proactive, resilient and responsible, with the ability to prioritise tasks, work under pressure and meet deadlines.
• Resourceful team player with strong problem-solving, communication and interpersonal skills.

4. Innovation and Continuous Improvement

• Interest in emerging technologies, particularly AI and automation, and willingness to keep skills current.
• Ability to collaborate across technical teams to resolve issues and implement improvements.

 

Closing Date

The closing date of the advertisement is 27 November 2026. We regret that only shortlisted candidates will be notified.
 

Other Information

NIE staff can take chartered buses at their own expense from or near their home to the NIE campus. This is subject to the availability of bus routes and seats.

Hiring Institution: NIE