Executive, IT (On-Site Technical Support)

Executive, IT (On-Site Technical Support)

Nanyang Technological University
2-5 years
Not Specified

Job Description

Job Description :
The NTU Shared Services (NSS) Technical Support Executive is responsible for providing effective IT/ AV technical support, in relation to the generic desktop/ laptop PCs, mobile devices, AV equipment, as well as NTU campus software. This includes problem diagnosis, configuration, installation, and general troubleshooting of IT/ AV systems and applications, adhering closely to the Service Levels Agreements (SLAs) and policies set by the organization.
  • Provide on-site Level 2 Support in relation to desktop-/ AV- related service disruptions.
  • Document desktop-/ AV- related problems and resolution procedures in Knowledge Base for future reference
  • Maintain technical documentation related to configuration of IT/ AV equipment and components
  • Implement initiatives aimed at meeting and exceeding target goals and driving productivity and efficiency, to establish a customer-centric environment that promotes continuous improvements in customer service levels
  • Track and report assigned tasks completion and meeting SLA targets.
  • Carry out readiness checks of equipment under his/her charge and timely rectify faults to ensure system availability of 95% at the start of semester.
  • Document root cause and resolution in assigned ServiceNow tickets to facilitate knowledge article generation.
  • Coach new staff and transfer working knowledge of NSS IT onsite support operations and working arrangements with CITS
  • Project manage and oversee common Lecture Theatres and Tutorial Rooms upgrading
  • Oversee and manage audio visual loans to students and staff
  • Manage monthly reimbursement for AV event request including reporting, follows on with NSS Finance, user departments for collections and overdues
  • Take on content editor/owner and/or webmaster roles to maintain/migrate NSS IT and other divisions web pages
  • Undertake specialization roles in specific technical areas (such as Mac specialist etc) and procurement specialist for NSS IT division.
  • Undertake continuous improvement projects that drive greater efficiency and effectiveness of the division
  • Serve as Safety and health roles such as first aider, fire warden and safety and health representative.
  • Maintain centralized records/database of AV asset.

  • Minimum GCE A-levels / a recognised Diploma in Information Technology / equivalent certification in a related domain
  • Minimum 2 years of relevant and related working experience in a helpdesk role
  • Proficient in problem diagnostics and resolution, with the ability to work autonomously
  • Good working knowledge on desktop operating systems including Windows 7 and above, Linux, and Macintosh OS, and associated generic applications
  • Good working knowledge on audio/video equipment
  • Good working knowledge on other IT domains, including software, hardware, servers and network operations
  • Strong customer service and communication skills
  • Hands-on experience with key technologies and systems used within an IT helpdesk ITIL v3 experience in an educational / MNC environment
  • Works collaboratively with peers and technical team at various levels in the organisation
  • Ability to communicate technical information to a non-technical audience in a clear and coherent manner
  • Possess excellent customer service mind-set
  • Proven analytical and problem-solving abilities
  • Highly self-motivated and directed
  • Demonstrates effective listening skills
  • Strong interpersonal skills to handle difficult Users or situations that require sensitivity and diplomacy
  • Ability to work under pressure
Hiring Institution: NTU

Job Details

A research-intensive public university, Nanyang Technological University, Singapore (NTU Singapore) has 33,000 undergraduate and postgraduate students in the Engineering, Business, Science, Humanities, Arts, & Social Sciences, and Graduate colleges. It also has a medical school, the Lee Kong Chian School of Medicine, established jointly with Imperial College London. NTU is also home to world-class autonomous institutes – the National Institute of Education, S Rajaratnam School of International Studies, Earth Observatory of Singapore, and Singapore Centre for Environmental Life Sciences Engineering – and various leading research centres such as the Nanyang Environment & Water Research Institute (NEWRI) and Energy Research Institute @ NTU (ERI@N). Ranked amongst the world’s top universities by QS, NTU has also been named the world’s top young university for the past seven years. The University’s main campus is frequently listed among the Top 15 most beautiful university campuses in the world and has 57 Green Mark-certified (equivalent to LEED-certified) buildings, of which 95% are certified Green Mark Platinum. Apart from its main campus, NTU also has a campus in Novena, Singapore’s healthcare district. Under the NTU Smart Campus vision, the University harnesses the power of digital technology and tech-enabled solutions to support better learning and living experiences, the discovery of new knowledge, and the sustainability of resources. For more information, visit www.ntu.edu.sg About NIE About RSIS About LKCMedicine About NTUItive

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