Singapore Management University
Technology Solutions Engineer, IITS
- Compensation
- Not disclosed
- Location
- Singapore
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Contract
- Experience
- 7+ years
- Category
- Solutions engineering
- Posted
Skills
Must have
- Degree or Diploma holder with at least 7 years of relevant IT experience, including end-user computing support and endpoint device provisioning and lifecycle management.
- Possess current knowledge of information technology concepts including hardware platforms, operating systems, technical services, security, etc.
- Experience managing IT leasing projects, with strong vendor management skills.
- Strong organizational skill, ability to prioritize and multi-task in a fast-paced environment.
- Strong problem solving and analytical skill.
- Experience in supporting of computers running Microsoft Windows, Apple MacOS, Unix/ Linux as well as mobiles devices (iOS and Android).
- Good technical knowledge of desktop software (Microsoft Office 365 suite, Email, Anti-virus, Adobe suite, web browser) and other IT infrastructure related area (TCP/IP, LAN, Active Directory, Domain).
- Good technical knowledge in ensuring end user computing environment is kept up to date with security policies, patches and configuration.
- Experience in buying goods and services for business operations, evaluate suppliers and ensure contract compliance.
- Experience in writing utility script such as batch/shell scripting or interpreted high level language scripting (e.g. Powershell) an added advantage.
- Good project and vendor management skill.
- Excellent interpersonal and communication skills (written and oral).
- Warm and cheerful personality with demonstrated excellence in customer service.
- Team player, result oriented and highly independent.
Full description
About Us
Singapore Management University is a place where high-level professionalism blends together with a healthy informality. The 'family-like' atmosphere among the SMU community fosters a culture where employees work, plan, organise and play together - building a strong collegiality and morale within the university.
Our commitment to attract and retain talent is ongoing. We offer attractive benefits and welfare, competitive compensation packages, and generous professional development opportunities - all to meet the work-life needs of our staff. No wonder, then, that SMU continues to be given numerous awards and recognition for its human resource excellence.
Job Description
- This position is for Office of Integrated Information Technology Services (IITS).
- Assist the Head of Technology Help Centre in overseeing daily operations of the Help Centre. Ensure cases reported are followed-up and resolved within the service level agreement.
- Manage the execution of the university-wide Device-as-a-Service (DaaS) leasing scheme, focusing on optimizing vendor performance and ensuring the timely delivery of all project-related tasks.
- Key responsibilities include:
- Proactively managing the vendor to identify assets due for technical refresh, monitor service delivery, and ensure full compliance with contractual requirements.
- Engaging with schools and departments to inventory existing devices and handling first-level inquiries from stakeholders, providing clear and practical guidance.
- Maintaining accurate records and documentation of equipment distribution.
- Coordinating with the vendor to ensure timely device replacements, maintain adequate inventory levels, and support smooth transitions with minimal disruption to user operations.
- Assist in formulating, implementing and enforcing service standards and new support plans to ensure operational efficiency and effectiveness of the Technology Help Centre Service Desk in accordance ISO20000-1:2018 framework.
- Conduct quality assurance analyses on IT Help Centre to ensure the consistent delivery of excellent service to users. Establish and maintain strong engagement with user community.
- Coordinate with IITS division representative to ensure IT Services information are up to date on IITS website and IITS chatbot management.
- Assist in evaluating, selecting and recommending new customer service-related emerging technologies for improving Help Centre service to users.
- Assist in digital transformation of Help Centre services by streamlining and automating existing Help Centre services.