{"id":1258773,"url":"https://alion.io/job/smu-technology-solutions-engineer-iits","title":"Technology Solutions Engineer, IITS","company":{"id":14075,"name":"Singapore Management University","domain":"smu.edu.sg","url":"https://alion.io/company/smu","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"RecruiterPal","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":119000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":20},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Power Apps","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"TCP/IP","optional":false},{"name":"Unix","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-18T00:00:00Z","employer_posted_date":"2026-09-18","last_verified_at":"2026-10-02T13:32:28Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"This position is for Office of Integrated Information Technology Services (IITS).\nAssist 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.\nManage 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.\nKey responsibilities include:\nProactively managing the vendor to identify assets due for technical refresh, monitor service delivery, and ensure full compliance with contractual requirements.\nEngaging with schools and departments to inventory existing devices and handling first-level inquiries from stakeholders, providing clear and practical guidance.\nMaintaining accurate records and documentation of equipment distribution.\nCoordinating with the vendor to ensure timely device replacements, maintain adequate inventory levels, and support smooth transitions with minimal disruption to user operations.\nAssist 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.\nConduct 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.\nCoordinate with IITS division representative to ensure IT Services information are up to date on IITS website and IITS chatbot management.\nAssist in evaluating, selecting and recommending new customer service-related emerging technologies for improving Help Centre service to users.\nAssist in digital transformation of Help Centre services by streamlining and automating existing Help Centre services.\nProvide technical support and training for Microsoft 365 suite of applications (eg. Power Automates, Power Apps, Forms, Teams, etc.).\nProvide technical support to the IT Help Centre front line support staff.\nAssist in development and preparation of user documentation, client support procedure and workflow, and service level agreement.\nAssist 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.\nProvide technical support to maintain and support IT/ AV equipment in classroom, schools and offices.\nProvide extended hour support (after office hours) for night classes, post graduate and executive education program in aligning with the University's strategy.\nOther duties as assigned.\nDegree or Diploma holder with at least 7 years of relevant IT experience, including end-user computing support and endpoint device provisioning and lifecycle management.\nPossess current knowledge of information technology concepts including hardware platforms, operating systems, technical services, security, etc.\nExperience managing IT leasing projects, with strong vendor management skills.\nStrong organizational skill, ability to prioritize and multi-task in a fast-paced environment.\nStrong problem solving and analytical skill.\nExperience in supporting of computers running Microsoft Windows, Apple MacOS, Unix/ Linux as well as mobiles devices (iOS and Android).\nGood 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).\nGood technical knowledge in ensuring end user computing environment is kept up to date with security policies, patches and configuration.\nExperience in buying goods and services for business operations, evaluate suppliers and ensure contract compliance.\nExperience in writing utility script such as batch/shell scripting or interpreted high level language scripting (e.g. Powershell) an added advantage.\nGood project and vendor management skill.\nExcellent interpersonal and communication skills (written and oral).\nWarm and cheerful personality with demonstrated excellence in customer service.\nTeam player, result oriented and highly independent.\nCandidates 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.","description_format":"text","description_chars":4480,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Higher Education"],"lifecycle":[{"event":"open","at":"2026-09-25T19:46:46Z"}],"liveness":{"score":71,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.789,"p_room":0.9,"age_days":14,"expected_fill_days":30,"reasons":["conf:6","velocity","win:mid"],"computed_at":"2026-10-02T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/smu-technology-solutions-engineer-iits","json_url":"https://alion.io/job/smu-technology-solutions-engineer-iits.json","meta":{"generated_at":"2026-10-03T04:09:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4224,"day_limit":5000,"remaining_today":776,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}