IT Specialist (Infrastructure Network & Ops Support)

This is a 1-year contract role, with potential renewal or conversion based on performance and organisational headcount.

Role Summary

The ICT Specialist is responsible for supporting, maintaining, and improving PSB Academy’s IT infrastructure, network services, and support operations. The role is expected to provide strong technical ownership, operational coordination, and hands-on escalation support across campus network, systems, endpoint, and service desk environments.

The role supports a fast-paced private education environment where reliable connectivity, secure systems, classroom readiness, examination support, and user experience are critical to daily operations.

The Specialist is expected to work closely with ICT team members, vendors, academic departments, administrative users, and other business units to ensure stable infrastructure operations, timely incident resolution, proper documentation, and continuous improvement of ICT services.

Network Infrastructure Operations

• Maintain and support campus network infrastructure, including LAN, WAN, wireless, firewall, VPN, VLAN, DHCP, DNS, routing, switching, and related network services.

• Monitor network availability, performance, capacity, and security alerts, and take timely action to prevent service disruption.

• Perform troubleshooting and root-cause analysis for network incidents affecting classrooms, laboratories, offices, cloud services, and remote access users.

• Support network segmentation, firewall rules, wireless access policies, and secure connectivity in line with ICT and information security requirements.

• Coordinate with service providers and vendors for ISP, SD-WAN, firewall, wireless, cabling, and network-related maintenance or escalation matters.

Infrastructure, Systems and Endpoint Support

• Support day-to-day operations of servers, virtualisation platforms, backup services, monitoring tools, endpoint management tools, and Microsoft 365 related services.

• Assist in administration and troubleshooting of Active Directory, Entra ID, Group Policy, user access, device compliance, and endpoint configuration.

• Ensure ICT assets, systems, and endpoint configurations are maintained in accordance with internal standards, security baselines, and operational requirements.

• Support patching, firmware upgrades, software deployment, endpoint protection, and vulnerability remediation activities as required.

• Provide technical support for classroom, computer lab, examination, and campus operations where infrastructure or endpoint readiness is required.

Support Operations and Service Management

• Act as an escalation point for complex incidents and service requests that cannot be resolved at Engineer or Senior Engineer level.

• Support service desk operations by improving incident categorisation, prioritisation, workflow, knowledge base articles, and service request handling.

• Ensure incidents, changes, and service requests are documented clearly and followed through to closure within agreed timelines.

• Provide technical guidance to junior team members and promote consistent troubleshooting methods and service standards.

• Identify recurring issues and recommend preventive actions, automation, or process improvements to reduce operational risk and improve user experience.

Information Security, Compliance and Governance Support

• Support ICT controls relating to access management, network security, endpoint security, asset management, logging, monitoring, change management, and incident response.

• Assist in maintaining operational evidence and documentation required for ISO 27001, EduTrust, internal audits, external audits, and management reporting.

• Ensure operational activities comply with internal ICT policies, information security requirements, PDPA expectations, and approved change procedures.

• Participate in security incident handling, containment, recovery support, and post-incident review where infrastructure or network services are involved.

Project, Vendor and Continuous Improvement Support

• Support ICT infrastructure projects such as network refresh, firewall upgrades, wireless improvement, campus setup, endpoint standardisation, monitoring enhancement, and cloud or Microsoft 365 related initiatives.

• Assist in preparing technical inputs, implementation plans, testing records, operational handover documents, and support procedures for new solutions.

• Coordinate with vendors to ensure timely delivery, proper implementation, support responsiveness, and compliance with PSB Academy’s operational and security requirements.

• Carry out any other ICT duties assigned by the Manager, Information and Communication Technology, from time to time.

Others

• Any other ad-hoc duties as required by the company from time to time.

Job Requirements

• Minimum Diploma in Computer Science/Information Technology or related discipline

• 5 to 8 years of relevant experience. Minimum 5 years of relevant hands-on experience in IT infrastructure, network administration, end-user support, and service operations, preferably in an education, corporate, or multi-site environment. Experience supporting enterprise networks, wireless infrastructure, firewalls, Microsoft 365, Active Directory, endpoint management, service desk operations, and vendors is required. Prior experience with ISO 27001, audit support, ITIL-based support processes, or regulated environments in Singapore will be an advantage.

• Willing to work beyond office hours or on weekends when required for maintenance windows, network changes, incident response, examinations, campus events, or project implementation.

• May be required to travel between PSB Academy campuses or support remote troubleshooting when operational needs arise.

Technical Proficiency:

• Strong knowledge of networking fundamentals, including TCP/IP, VLAN, routing, switching, DHCP, DNS, VPN, wireless, firewall policies, network segmentation, and troubleshooting methodology.

• Hands-on experience with enterprise network or security platforms such as Fortinet, Aruba, HPE, Cisco, TrendAI, Huawei, or equivalent technologies.

• Good working knowledge of Microsoft technologies, including Windows Server, Active Directory, Entra ID, Group Policy, Microsoft 365 administration, endpoint configuration, and user access management.

• Experience with monitoring, logging, endpoint management, backup, patch management, antivirus or endpoint protection, and vulnerability remediation processes.

• Ability to perform technical investigation, root-cause analysis, preventive action planning, and clear documentation for recurring infrastructure and support issues.

• Familiarity with ITIL practices, service desk platforms, change management, incident management, and problem management is preferred.

Documentation, Governance and Compliance:

• Ability to prepare and maintain network diagrams, configuration records, standard operating procedures, support guides, change records, incident reports, and audit evidence.

• Good understanding of information security, access control, data protection, system hardening, asset management, and secure operational practices.

• Awareness of Singapore PDPA requirements and experience working with ISO 27001, EduTrust, internal audit, or compliance-driven environments will be advantageous.

• Strong discipline in following approved change, incident, access, and vendor management processes.

Communication and Stakeholder Management:

• Clear written and verbal communication skills, with the ability to explain technical matters to both technical and non-technical users.

• Able to coordinate effectively with ICT colleagues, vendors, lecturers, students, administrative staff, and business units.

• Able to guide junior engineers, share knowledge, and contribute to a consistent support standard across the team.

• Service-oriented, calm under pressure, and able to support time-sensitive academic operations such as classes, examinations, enrolment peaks, and campus events.

Certifications (Preferred):

• Relevant certifications such as CCNA, Fortinet NSE/FCP, Aruba, Microsoft Azure/Microsoft 365, ITIL 4 Foundation, CompTIA Network+, Security+, or equivalent will be advantageous.

• Professional development in cybersecurity, cloud, endpoint management, or infrastructure operations will be viewed favourably.

Personal Attributes

• Strong sense of ownership and accountability for infrastructure reliability and user support outcomes.

• Analytical, structured, and able to prioritise work based on operational impact and urgency.

• Able to work independently while remaining collaborative within a small ICT team.

• Comfortable working in a fast-paced academic environment with competing operational priorities.

• Proactive in identifying risks, improving processes, and strengthening operational resilience.

• Professional, responsive, and committed to continuous learning.