IT Support Engineer

COMPANY DESCRIPTION
Kaplan Higher Education Academy (Kaplan) is part of Kaplan Inc., one of the world's most diverse education providers and the largest subsidiary of Graham Holdings Company (NYSE:GHC).

Kaplan has welcomed students from over 55 countries and regions. As a Lifelong Integrated Learning Partner, we offer over 450 academic and professional certification programme options* for higher learning and skills development, providing opportunities for individuals to always stay relevant. To date, these opportunities have benefitted more than 100,000 graduates^.

We have a diverse team of individuals dedicated to our mission to help individuals achieve their educational and career goals, and build futures, one success story at a time. Our core values Opportunity, Knowledge, Support, Integrity and Results help guide the way we work.

At Kaplan, our employees are our most valuable assets, and everyone's contribution is integral to our success. We have been recognised by The Straits Times, for the second successive year, as being one of **Singapore's Best Employers for 2023**. This large-scale and comprehensive study assessed the attractiveness of organisations in Singapore based on an independent employee survey.

We strive to continue providing a professional, positive and stimulating work enviroment with plenty of room for initiatives, so that our employees can thrive with us. If you are seeking opportunities for growth, we welcome you to write to us
- _Based on full-time and part-time study modes across programmes offered at Kaplan._
- ^Total Diploma and Degree graduates from Kaplan from 2007 to 2023._

DESIGNATION : IT Support Engineer

RESPONSIBILITIES
**THE ROLE: IT Support Engineer**

The IT Support Engineer is responsible for providing technical assistance and support to end-users, including classrooms and labs, to ensure the smooth operation of IT systems across the organization. This role involves troubleshooting hardware and software issues, maintaining IT infrastructure, and supporting daily IT operations to ensure high availability, reliability, and performance.
- Provide first and second-line technical support to users onsite and remotely.
- Troubleshoot hardware, software, and basic networking issues across desktops, laptops, mobile devices, IP / desk phones, printers, and other IT equipment.
- Manage and support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, etc.).
- Perform user account administration in Active Directory and other identity management platforms.
- Set up, configure, and maintain workstations, laptops, and other equipment.
- Maintain and update asset inventory of IT hardware and software.
- Escalate complex issues to IT manager, senior IT staff, or vendors when needed.
- Support basic video conferencing and meeting room AV systems.
- Assist in IT projects such as office moves, software rollouts, or infrastructure upgrades.Document support requests and resolutions using the IT ticketing system.
- Ensure adherence to IT policies, procedures, and security standards.

QUALIFICATIONS
- Diploma or Degree in Information Technology, or a related field.
- Relevant certifications preferred (e.g., CompTIA A+, Microsoft Certified, ITIL).
- 2+ years of hands-on IT support experience in a corporate or enterprise environment
- Strong knowledge of Windows OS, Microsoft 365, and basic networking concepts (TCP/IP, DNS, DHCP).
- Experience with Active Directory and endpoint management tools (e.g., Intune, MDM, SCCM).
- Good communication and interpersonal skills.
- Strong problem-solving ability and attention to detail.

OTHER INFORMATION
- Working Hours: Monday to Friday, 12pm to 9pm.
- Work Arrangements: On-site
- Location: Wilkie Edge