As the
Excutive, IT Helpdesk, the jobholder is responsible for managing the operational status of IT assets, provides technical assistance to users, and collaborates closely with the VLG's IT team to maintain campus IT in frastructure in accordance with organizational policies and standards. The position ensures that IT equipment is properly utilized, maintained, and managed consistently throughout its lifecycle to support teaching, learning, and adminstrative operations.
A. YOUR RESPONSIBILITIES
1. IT Operations & User Support
- Provide first-level technical support for teachers, staff, and campus users;
- Support classroom/functional room technology to ensure smooth teaching activities;
- Diagnose and propose to resolve common hardware, software, and network issues;
- Record and track IT support requests through the official support channels
2. IT Assets Lifecycle Management
- Receive and record new IT assets handed over from Procurement Team;
- Verify asset information and ensure assets are properly recorded in the asset management system;
- Monitor the status and usage of IT equipment throughout its lifecycle (in use, standby, under repair, replacement);
- Conduct periodic checks of IT equipment to ensure proper operation;
- Identify malfunctioning or obsolete equipment and propose repair or replacement plans;
- Coordinate with the Procurement team for repair, replacement, or procurement processes;
- Support relocation or reassignment of IT equipment when requested;
- Ensure equipment status is verified before and after relocation;
- Update asset information in the asset management system.
3. Infrastructure Coordination
- Support onsite monitoring of IT infrastructure including internet connectivity, CCTV systems, public audio systems, and server rooms;
- Act as the onsite contact for troubleshooting and coordinating with the VLG's IT team;
- Escalate infrastructure issues to the VLG's IT team when required;
- Coordinate with the VLG's IT team for changes involving network infrastructure, power systems, or space renovation.
4. Administration And School Policy
- Maintain accurate records of IT assets, incidents, and maintenance activities;
- Prepare reports on equipment status, incidents, and support activities;
- Ensure compliance with IT policies, standards, and procedures;
- Attend team/department/school meetings to get updates on codes, regulations, policy;
- Comply with school handbooks as well as policy and guidance documents;
- Other reasonable task assigned by the Line Manager/School Leadership.
B. JOB REQUIREMENTS
1. Education
- Bachelor's degree or College diploma in Information Technology, Computer Science, Information Systems or a related field.
2. Experience
- Minimum 1-3 years of experience in IT Helpdesk, IT Support, or IT Operations.
- Experience working in educational environments or organizations with large user bases is preferred.
- Experience in IT asset management or equipment lifecycle management is an advantage.
3. Knowledge
- Knowledge of computer hardware, operating systems, and software troubleshooting.
- Understanding of basic network concepts (LAN, Wi-Fi, Internet connectivity).
- Familiarity with IT asset management practices.
- Understanding of IT service support processes and ticket management systems.
- Basic understanding of classroom technology and audiovisual systems is a plus.
4. Skills
- Strong problem-solving and troubleshooting skills.
- Good communication and user support skills.
- Ability to explain technical issues clearly to non-technical users.
- Strong organizational and documentation skills.
- Ability to work independently and collaboratively within a team.
- Customer-service mindset and proactive support attitude.
- Good English communication skills.
C. COMPENSATION & BENEFITS
- Competitive salary based on candidates' experience and competencies.
- Full participation in Social Insurance (SI), Health Insurance (HI), and Unemployment Insurance (UI) as regulated by labor law
- Additional healthcare insurance.
- Annual salary review and performance-based bonuses following the school's policies.
- Annual leave, holidays
- Support nutritious lunches at school, transportation allowance, and phone allowance for work-related purposes.
- Annual health check-ups and wellness programs.
- Engagement in team-building activities, internal events, and corporate social responsibility programs.
- Tuition fee support for employees' children at UTS.
- Exclusive benefits from subsidiaries of Van Lang Education Group.
SAFEGUARDING AND STUDENT SAFETY
UTS is committed to maintaining high safeguarding standards and ensuring the welfare of all students in our care and staff who work in the school. All appointments are subject to satisfactory references, identity checks, qualification verifications, and clear Enhanced DBS/National Police Background Certificate(s). When applying, provide 3 professional referees, including your most recent line manager, along with their position, name of institution and full contact details with domain email address.
EQUAL OPPORTUNITIES
UTS is an equal opportunities employer that values individuality, diversity, and inclusivity. We welcome applications from appropriately qualified individuals from all backgrounds. We are committed to creating and sustaining an inclusive environment that celebrates the diversity of both staff and students. We foster perseverance, tolerance, and integrity, believing in equal opportunity for everyone, irrespective of age, disability, gender, race, religion or belief, and other personal characteristics. Candidates are assessed against relevant criteria only, such as skills, qualifications, abilities, and experience, in selection and recruitment. We believe that diverse teams are stronger teams, and that inclusivity enhances the sense of belonging and promotes success for both staff and students.
