Technology Solutions Engineer, IITS

• 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.

• 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.

Candidates who do not possess the stipulated qualifications but have relevant work experience may still apply. Remuneration and appointment terms shall commensurate with qualifications and experience. SMU reserves the right to modify the appointment terms where necessary.