L1 IT Support Engineer (IT Servicedesk)

German European School Singapore (GESS) is a world class, not for profit International School in Singapore that offers both the German Curriculum stream and the IB Curriculum stream.

Currently, more than 1850 students are learning at our international school supported by more than 400 full time and part time academic and administrative staff members.

The L1 IT Support Engineer (IT ServiceDesk) 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.

L1 IT Support Engineer (IT ServiceDesk)

Key Accountabilities

1. 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Follow up on tickets approaching SLA deadlines to ensure timely resolution and avoid SLA failures.

• 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.

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.

Adaptability:

• Willingness to learn and adapt to new technologies and evolving IT environments.

Keen to collaborate and share your specialist expertise, you will be a fitting ambassador for the school. You will communicate with confidence across diverse audiences and situations, using your expertise to build strong relationships across the GESS community.

To Apply

We offer an exciting working environment in an international and cooperative team. Your application should include a letter of application and your complete resume. Please indicate your reasons for applying for the position.

Our Selection Process

At GESS we adhere to fair employment practices that consist of hiring practices that are fair, merit-based and non-discriminatory.

We are committed to providing a world class, safe, happy environment in which children and young people are able to thrive and learn. We are committed to safeguarding and child protection as we promote the welfare of all our pupils irrespective of race, ability, religion, gender or culture.

All post holders are subject to appropriate vetting procedures including satisfactory reference and background checks and the offer of employment will be subject to the completion of these.

Please note, that only shortlisted candidates will be notified.

Safeguarding Commitment

GESS is committed to our responsibilities for promoting and safeguarding the welfare of all children and young people. We actively recruit candidates who share our commitment to safeguarding and, therefore, apply robust and comprehensive recruitment and selection procedures.