NorthStar Associates SDN BHD Hiring! Full Time IT Support Technician (Level 1) in Selangor - Ricebowl

Join a welcoming, close-knit community and support our international school's dynamic learning environment. You'll be working exclusively within Apple and Google ecosystems; previous experience with these platforms is preferred, but a strong eagerness to learn and adapt is just as important.

Job Summary

• The IT Support Technician provides first level end user support for staff and students across all IT operations, and reports to the Director of IT. This is a full-time, entry level position with scope for increased responsibility over time.

Hours and Working Pattern

• Monday to Friday, 7:40 a.m. – 4:30 p.m., on campus.

• Occasional adjustment to these hours may be required around scheduled maintenance windows or the start of the academic year, by prior arrangement with the Director of IT.
  

Key Responsibilities

First Level Support

• Provide first level IT troubleshooting for all technical issues.

• Document and respond to issues using the school's ticketing system, keeping records current through to resolution.

• Escalate issues to the Director of IT where they fall outside first level scope, with clear notes on what has already been attempted.

• Flag recurring or systemic problems rather than repeatedly resolving the same symptom.

Devices and Deployment

• Prepare, deploy, and troubleshoot MacBook, iPad, and Apple TV devices.

• Enroll and configure devices through Apple School Manager and the school's mobile device management platform.

• Prepare devices for incoming students and staff, and process returned devices at the end of the year or on departure.

• Diagnose device management issues — enrollment state, profile and restriction delivery, app installation failures.

• Support classroom device connectivity, including display mirroring and Apple TV pairing.

Accounts and Access

• Troubleshoot account issues in Google Workspace, including sign-in failures, password resets, and access problems.

• Verify and correct group membership and organisational unit placement where automated provisioning has not produced the expected result.

• Escalate to the Director of IT where the underlying cause appears to sit in the provisioning scripts or upstream data.

Networking

• Basic troubleshooting of networking issues, including Wi-Fi connectivity, IP configuration, and client-side name resolution.

• Assist with cabling, patching, and physical installation work as directed.

• Asset Management and Documentation

• Maintain the IT asset register and associated records, ensuring devices are accurately tracked from intake through to disposal.

• Complete inventory paperwork associated with new device intake and device transfers.

• Help create and maintain technical documentation, user guides, and knowledge base entries.

General

• Prioritise customer service and student learning in all interactions.

• Undertake other reasonable duties within the scope of the role as directed by the Director of IT.

Essential Qualifications

Education

• A degree, diploma, or certificate in IT/ICT or a related field, or equivalent practical experience.

Experience and Technical Knowledge

• Demonstrable experience supporting end users in a technical support or help desk capacity.

• Working experience with Apple products (MacBook, iPad, Apple TV).

• Working experience with Google Workspace from a user support perspective.

• Understanding of basic networking concepts — IP addressing, DNS, DHCP, Wi-Fi.

Skills and Attributes

• Strong English language skills, written and spoken.

• Working proficiency in Bahasa Malaysia, sufficient to communicate with local vendors, contractors, and support staff.

• The ability and willingness to troubleshoot a variety of problems without prior experience of them.

• A strong willingness to learn, and openness to being coached.

• Patience and courtesy when working with users of widely varying technical confidence.

• Comfortable with the physical aspects of the role, including moving and setting up equipment.

• Previous experience in a school or educational environment.

• Experience with mobile device management platforms such as Mosyle, Jamf, Intune, or similar.

• Experience with Apple School Manager or Apple Business Manager.

• Relevant Apple, Google, CompTIA, or ITIL certification.

• Familiarity with ticketing systems and structured incident management.

OIS supports continuous professional development. Training is tailored to the needs of each staff member and department, with the goal of improving the school environment and supporting student success.

• Apple Device Support Certification (Apple Certified Support Professional): To be completed within 9 months of joining. The course is free and self-paced. OIS will fund the first exam attempt and provide reasonable study time during working hours.

• Google IT Support Professional Certificate: To be completed within 18 months of joining. This multi-month programme is fully funded by OIS.

These competencies define the expected behaviours and standards for all non-instructional staff at Oasis International School.

A. Service & Solutions

• Solve problems effectively and provide sustainable solutions.

• Support school processes to ensure smooth operations and positive user experiences.

• Proactively support school events and activities.

B. Safety & Compliance

• Respond calmly and appropriately to urgent or emergency situations.

• Promote a safe physical and digital learning environment.

• Review and improve policies and practices to support safety and compliance.

C. Stewardship & Sustainability

• Contribute to the department’s and school’s long-term goals.

• Provide accurate information and data to support informed decision-making.

• Identify inefficiencies and continuously improve processes.

D. Professionalism & Community Engagement

• Demonstrate professional excellence through effective processes and procedures.

• Engage respectfully and positively with students, staff, and parents from diverse backgrounds.

• Take ownership, show initiative, and proactively address community needs.