IT Support Engineer

XCL World Academy is seeking to recruit an IT Support Engineer. The IT Support Engineer plays a vital role in ensuring the daily functionality and reliability of the school’s IT services. This position provides direct support to staff, students, and parents, resolving hardware and software issues, maintaining inventory, and ensuring that classrooms and offices are equipped with fully functional technology. The role also supports the broader IT team in infrastructure tasks, event support, and ticket-based workflows. Main Responsibilities End-User Support Provide Level 1 and Level 2 technical support for all end-users including staff, students, and visitors. Resolve issues related to hardware (laptops, desktops, iPads, printers) and software (Windows, macOS, Microsoft 365, Apple/iPad apps, Adobe, and educational tools). Assist users in setting up and troubleshooting accounts, network connectivity, printers, and learning systems. Maintain a high level of customer service and professionalism in all interactions (in-person, over phone, and via email). Device & System Maintenance Install and configure operating systems, educational software, and classroom apps using Mobile Device Management (Intune). Perform preventive maintenance and basic repairs on IT equipment including laptops, desktops, LED panels, IWBs, projectors, and printers. Prepare and configure devices for new staff and student onboarding and handle deprovisioning during offboarding. IT Ticketing & Documentation Log, track, and resolve incidents via the IT ticketing system, ensuring timely resolution within SLA. Maintain and update documentation for issue resolution steps, user manuals, and IT procedures. Monitor ticket trends and report recurring issues for escalation or long-term resolution planning. Event & AV Support Provide technical assistance during school events such as parent-teacher meetings, assemblies, livestreams, and internal examinations. Support the AV Technician with setup and operation of microphones, displays, audio systems, and video conferencing tools (e.g., MS Teams Live). Troubleshoot AV issues on-site and ensure seamless event execution. Networking & Infrastructure (L1) Assist with basic troubleshooting and mounting of network devices like switches, wireless access points, and routers under the guidance of senior engineers. Report and elevate complex infrastructure issues to the XCL Group IT Team. Asset & Inventory Management Maintain up-to-date IT asset records including device issuance logs and warranty status. Oversee iPad trolleys and classroom device checkouts, ensuring availability and functionality. Assist in software license tracking and support the renewal process for academic subscriptions. Liaise with vendors for hardware repair coordination, consumables management (e.g., toner), and service calls. Position Requirement A diploma or Degree in Information Technology, Computer Science or related field is required. Minimum 2 years of relevant experience in a school, education institution, or service-oriented IT support environment. Proficiency with Microsoft 365, Apple ecosystem (iPads/macOS) and Windows OS Familiarity with PowerSchool, ClassLink, or other education technology tools is an advantage. Strong interpersonal and problem-solving skills. Ability to multitask and prioritize in a fast-paced academic environment. Application Interested applicants are welcome to apply or send in your resume to *******@xwa.edu.sg by 17 October 2025. Important note The School’s HR team will connect directly with successful candidates and XCL World Academy does not require candidates to make any form of payment during the recruitment process. About us XCL World Academy is an international school in Singapore for students aged 2 to 18, fully committed to the academic, emotional and social development of its students. We are immensely proud to be the first and only international school in Singapore authorized to offer all four International Baccalaureate (IB) programmes. We aspire to recruit employees that share and understand our commitment to empowering an international community of happy learners who aspire to positively impact others. We are committed to safeguarding and promoting the welfare of children and young people. All appointments are subject to Safer Recruitment processes such as interviews, employment reference checks, identity and criminal record checks. #J-18808-Ljbffr