IT Service Desk Engineer - Singapore - GESS - German European School Singapore

    GESS - German European School Singapore
    GESS - German European School Singapore Singapore

    1 day ago

    Education / Training
    Description
    About GESS

    As one of the leading international schools in Singapore, GESS is home to students from over 70 nations worldwide. We are for many families the home away from home and we are very happy that they are part of our school community which is based on mutual support and solidarity. With our language programme, we support our students to nurture this part of their identity and want to preserve the opportunity that they can grow up with multiple languages to be best prepared for an international environment. With the German International Abitur or the IB Programme they are perfectly prepared for their career after school. Our students enjoy lifelong learning and we take pride in our GESS values of respect, openness and diversity which our students will nurture in their life after school.

    We were awarded with the "Deutsche Schulpreis" (German school prize) 2022, which was given to us for our extraordinary concept according to their motto "Make teaching better". We stand out as the only German school abroad nominated for this award.

    The IT Service Desk Engineer / Specialist is accountable for providing a high level of satisfaction among students and staff by providing first-level support for all GESS standard software and hardware. This position entails the diagnosis and assessment of end-users' technical requirements, utilizing sound discernment to promptly address and resolve any issues that may arise.

    The engineer's responsibilities encompass the identification, investigation, and resolution of technical issues, as well as the prompt and effective response to support requests from students and staff through in-person, email, and phone interactions. It is anticipated that they will document, chart, and monitor all issues to ensure that they are resolved in a timely manner.

    Additionally, they may occasionally offer technical training and support to GESS personnel and students. The engineer is instrumental in ensuring that the team remains dedicated to providing exceptional support and satisfaction, and it is imperative that they adhere to the GESS values and expectations for customer service.

    Furthermore, they may be obligated to oversee initiatives as necessary, thereby facilitating the continuous enhancement of technology services and support strategies within the educational environment.

    IT Service Desk Engineer / Specialist

    Key Accountabilities

    First-Level Troubleshooting and Support:
    • Provide initial troubleshooting by guiding users through in person, via email and IT ticketing system, and over the phone while also offering remote desktop support using Remote Desktop Software
    • Deliver quality service to students and staff in all assigned tasks, consistently upholding GESS values
    • Ensure timely and effective solutions for any technical issues that may arise with GESS technology

    Incident Management:
    • Log and track support calls in the designated GESS system(s)
    • Prioritize and escalate tickets as required to maintain high levels of customer satisfaction
    • Identify trends in support calls and develop documentation to address frequently occurring issues

    Communication and Reporting:
    • Report problems and issues promptly, notifying management of any increasing trends, unusual activities, or repeated issues
    • Provide regular updates to customers on the status of ongoing resolution efforts
    • Attend daily and weekly meetings as requested or required to stay informed and aligned with team objectives

    Continuous Improvement:
    • Recommend improvements for technology or systems, including procedural steps, increased training, and enhanced documentation
    • Access and utilize software updates, drivers, knowledge bases, and FAQs to assist in resolving end-user issues

    Collaboration and Support:
    • Assist other teams in initiating, designing, and managing effective support solutions as required by the school's needs
    • Collaborate with internal second-level support and departmental tech teams (Divisional Tech Help Center) for escalated or reassigned tickets

    Technology Development and Testing:
    • Support the development and testing of new technologies to ensure operational integrity and functionality
    • Proactively communicate ideas, expectations, and goals while working with others to achieve desired outcomes

    Service Level Agreement (SLA) Management:
    • Follow up on tickets approaching SLA deadlines to ensure timely resolution and avoid SLA failures

    Other Duties:
    • Perform additional tasks as assigned by the Director of Technology, adapting to the evolving needs of the school environment

    Knowledge and Experience

    Education:
    • Diploma in Information Technology, Computer Engineering, or Business Information Technology

    Technical Skills:
    • Proficient in Windows OS and Apple products
    • Experience with Microsoft Office 365 and computer troubleshooting
    • Knowledge of Mobile Device Management (JAMF or Intunes) is a plus
    • Familiarity with ID Card and digital signature systems is advantageous
    • Basic Audio-Visual (AV) support Experience, including classroom and event setup

    Experience:
    • At least three years of IT support experience, preferably in an educational environment

    Soft Skills:
    • Strong customer service orientation and effective communication skills
    • Positive attitude, initiative, and the ability to work independently and under pressure
    • Team player with a cooperative mindset

    Compliance and Professional Responsibilities:
    • Demonstrates understanding of safeguarding principles and the responsibility to protect student welfare
    • Maintains strict adherence to data protection and confidentiality requirements, including handling of student and staff information

    Adaptability:
    • Willingness to learn and adapt to new technologies and evolving IT environments
    • Flexibility to support school events and peak operational periods when required

    Fair Recruitment and Safeguarding: We are committed to fair recruitment practices and safeguarding the welfare of all students. We ensure that our hiring processes are free from discrimination and bias on the basis of age, nationality, gender, sexual orientation, marital status, pregnancy status, caregiving responsibilities, race, religion, language or disability. As part of our commitment to safeguarding, we conduct thorough background checks on all candidates which include criminal background checks in all countries lived and worked in for the last ten years, as well as reference checks. Any offer is subject to the satisfactory completion of such checks. Our school prioritises the safety and well-being of our students, and we expect all staff members to uphold these values.

    We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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