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IT Support Specialist - Islandwide, SG

AGORA CO-LEARNING SPACES PTE. LTD.Islandwide, SG

12 hours ago

Job description

Roles & Responsibilities

About the role

We’re looking for a hands-on, people‑centred IT Support Specialist to be the first point of contact for staff and parents. You’ll support colleagues using our custom school management system, keep devices secure and up to date, liaise with suppliers, and make everyday tech feel easy.

We need someone who is diligent, reliable, organised, personable and has an active interest in technology. This is far more important to us than someone with lots of experience.

Key responsibilities

First point of contact : Triage, troubleshoot, and resolve day‑to‑day issues; manage the ClickUp support queue; keep users informed; escalate when needed.
System support (Agora Admin & apps) : Help staff use our custom school management system and related apps; solve login, permissions, and data‑entry issues; capture bugs / feature requests clearly.
Parent support (Agora Parents app) : Guide parents through sign‑up, login / password resets, notification settings, and basic device troubleshooting (iOS / Android).
Onboarding / offboarding : Set up and retire accounts (Google Workspace, ClickUp, other tools), apply access rights, prepare / check devices, and complete checklists promptly.
Supplier & hardware liaison : Coordinate with vendors for laptops, phones, printers, networking gear and repairs; obtain quotes; schedule work; track warranties.
Device management : Keep macOS / ChromeOS / iOS / Android devices patched with OS / security updates, enable encryption, maintain inventories / asset tags, and document build standards.
User training : Create quick guides and run short clinics on core tools (e.g., Google Workspace, our system, ClickUp, apps;
Automation : Update simple workflows in ClickUp and Make.com (forms → tickets, status sync, notifications).
Google Workspace admin : OU & group management, security policies / 2‑Step Verification, shared drives, basic reporting.

Skills & experience

Customer‑service communication : able to explain tech simply and patiently to non‑technical users (including parents).

Organised, methodical, and diligent with documentation (ClickUp Docs / knowledge base).

Traits we value

Responsive & helpful : you show up quickly and stay kind under pressure.

Ownership : you see things through to completion and close the loop with staff and parents.

Patient & empathetic : you meet people where they are and keep it jargon‑free.

Success metrics (example targets)

First response within 1 business hour; clear updates until resolved.

Staff onboarding completed by day 1; off-boarding within 24 hours of notice.

Working style

Mostly weekday office hours, with occasional support for events or roll‑outs.

Onsite across our centres, with light travel between locations.

How to apply : Send your CV with a cover letter on why you would be a good fit for the role.

Tell employers what skills you have

Excellent Communication Skills

IT Service Management

Agora

Troubleshooting

Microsoft Excel

Hardware

Customer Support

Laptops

Application Support

Networking

Pressure

Windows

Encryption

Technical Support

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It Support Specialist • Islandwide, SG