IT Support Officer

3 weeks ago

Singapore SINGAPORE RED CROSS SOCIETY Full time
Roles & Responsibilities

Job Purpose

The IT Support Officer provides Level 1 and Level 2 technical support to ensure the smooth operation of the organisation’s IT systems and services. Key duties include troubleshooting Windows Servers, managing IT support tickets, maintaining IT infrastructure, overseeing IT asset management, and supporting IT and AV needs for events. The Officer will also assist with operations support and perform tasks assigned by the IT Head to ensure the effective delivery of IT services.

Principal Accountabilities

IT Support and Troubleshooting (Level 1 & Level 2)

  1. Manage and resolve IT support tickets through the helpdesk system, ensuring timely issue resolution.
  2. Provide Level 1 support for end-user devices and escalate complex issues to Level 2 support.
  3. Troubleshoot Windows Server issues, including user access, Active Directory, file sharing, and group policies.
  4. Diagnose and resolve network connectivity issues, VPN configurations, and firewall settings.
  5. Support end-user devices, including desktops, laptops, printers, and mobile devices.

IT Asset Management and Issuance/Clearance

  1. Maintain and update the IT asset inventory, including hardware, software licenses, renewals and warranties.
  2. Manage IT asset issuance during employee onboarding, ensuring proper setup of devices and accounts.
  3. Oversee IT asset clearance during offboarding, ensuring retrieval of devices and revocation of access.
  4. Conduct regular IT asset audits to ensure accountability and compliance with security standards.
  5. Ensure proper disposal of end-of-life equipment in accordance with security policies.

Maintenance and System Updates

  1. Perform preventive maintenance on servers, desktops, laptops, and network devices.
  2. Apply Windows Server patches, updates, and security fixes to maintain a secure IT environment.
  3. Assist with system upgrades and hardware replacements.

IT and AV Support for Events

  1. Provide IT and AV support for meetings, workshops, and conferences, both on-site and virtual.
  2. Set up and operate AV equipment such as projectors, microphones, speakers, and video conferencing systems.
  3. Manage virtual and hybrid meetings using platforms like Zoom, Microsoft Teams, and Google Meet.
  4. Troubleshoot technical issues during events to minimise disruptions and ensure smooth operations.

Operations Support and Other Tasks

  1. Provide operational IT support, including backup management, data restoration, and system monitoring.
  2. Assist in documenting IT processes and maintaining accurate IT records.
  3. Support IT procurement by assisting with vendor coordination and purchasing IT equipment.
  4. Perform other tasks as assigned by the IT Head, such as assisting with IT projects, audits, or training sessions.

User Training and Documentation

  1. Provide basic IT training to staff on systems, tools, and best practices.
  2. Create and maintain user guides, FAQs, and knowledge-base articles to address common IT issues.
  3. Promote cybersecurity awareness across the organisation to reduce IT risks.

Job Specification

Qualifications and Experience

  1. Diploma or Bachelor's Degree in IT, Computer Science, or a related field.
  2. Minimum 2 years of experience in IT support, including Windows Server troubleshooting and network support.
  3. Experience in IT asset management and AV support is preferred.
  4. Certifications such as ITIL, CompTIA A+, Microsoft certifications (e.g., MCSA, MCP) are advantageous.

Additional Skills and Knowledge

  1. Strong troubleshooting skills for Windows Servers, Active Directory, and networking.
  2. Proficiency in Google Workspace, Microsoft Office, and IT infrastructure management.
  3. Familiarity with IT helpdesk ticketing systems.
  4. Experience with AV systems and virtual meeting platforms.
  5. Strong organisational and communication skills to support both technical and non-technical users.

Desired Behavior

  1. Be customer-focused by providing timely, patient, and empathetic IT support to all users.
  2. Proactive by identifying and resolving issues before they escalate, improving IT processes.
  3. Take ownership of tasks and follow through on unresolved issues.
  4. Be able to adjust to changing IT needs and stay calm under pressure.
  5. Work effectively with team members and communicate clearly with users.
  6. Uphold cybersecurity best practices and protect sensitive data.
  7. Support the organisation’s goals with a service-oriented mindset.

Tell employers what skills you have

Troubleshooting
Microsoft Office
Hardware
Laptops
Inventory
Active Directory
Purchasing
Procurement
Windows Server
Networking
Pressure
AV
Mobile Devices
Communication Skills
VPN
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