Technology Solutions Engineer, IITS

Description

COMPANY DESCRIPTION

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.

RESPONSIBILITIES

• 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.
• Provide technical support and training for Microsoft 365 suite of applications (eg. Power Automates, Power Apps, Forms, Teams, etc.).
• Provide technical support to the IT Help Centre front line support staff.
• Assist in development and preparation of user documentation, client support procedure and workflow, and service level agreement.
• Assist in management of campus wide IT equipment procurement. Ensure efficient execution of procurement activities from supplier sourcing, request for quotation, selection and purchase to payment.
• Provide technical support to maintain and support IT/ AV equipment in classroom, schools and offices.
• Provide extended hour support (after office hours) for night classes, post graduate and executive education program in aligning with the University’s strategy.
• Other duties as assigned.

QUALIFICATIONS

• 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.

Responsibilities

• 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.
• Provide technical support and training for Microsoft 365 suite of applications (eg. Power Automates, Power Apps, Forms, Teams, etc.).
• Provide technical support to the IT Help Centre front line support staff.
• Assist in development and preparation of user documentation, client support procedure and workflow, and service level agreement.
• Assist in management of campus wide IT equipment procurement. Ensure efficient execution of procurement activities from supplier sourcing, request for quotation, selection and purchase to payment.
• Provide technical support to maintain and support IT/ AV equipment in classroom, schools and offices.
• Provide extended hour support (after office hours) for night classes, post graduate and executive education program in aligning with the University’s strategy.
• Other duties as assigned.