Deskripsi Pekerjaan
Join Singapore Management University's dynamic Information and Technology Services (IITS) team as a Technology Solutions Engineer. In this pivotal role, you'll directly support the Head of Technology Help Centre in driving operational excellence and delivering seamless IT experiences to our campus community. You'll manage the entire lifecycle of technical incidentsâfrom initial report to resolutionâwhile ensuring service level agreements are consistently met. This position offers the opportunity to innovate and optimize IT service delivery in a leading educational environment, where technology empowers learning and research.
As a key contributor to our digital transformation, you'll collaborate with cross-functional teams to implement cutting-edge solutions and enhance user satisfaction. Your expertise will directly impact faculty, staff, and students by minimizing disruptions and maximizing technology accessibility. If you're passionate about solving complex technical challenges and thrive in a collaborative, fast-paced setting, this role is your chance to shape the future of IT services at one of Asia's premier universities.
Tanggung Jawab
- Oversee daily operations of the Technology Help Centre, ensuring efficient case management and resolution
- Monitor, prioritize, and track technical incidents to ensure timely resolution and SLA compliance
- Provide Tier 2-3 technical support for complex IT systems, software, and infrastructure issues
- Develop and maintain comprehensive documentation for troubleshooting procedures and knowledge base articles
- Collaborate with IT infrastructure teams to implement and optimize IT solutions
- Analyze service metrics to identify trends and implement continuous improvement initiatives
- Train and mentor junior support staff on technical best practices and customer service excellence
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related technical field
- 3+ years of experience in IT support, help desk operations, or technology solutions
- Strong troubleshooting skills across enterprise systems (Windows, macOS, networking, cloud services)
- Experience with IT service management frameworks (ITIL, ITSM) preferred
- Excellent communication skills with ability to explain technical concepts to non-technical users
- Proven ability to work independently and collaboratively in a team environment
- Relevant certifications (CompTIA A+, Microsoft 365, AWS) considered advantageous