ICT Support Engineer - CT-ANC241021 032/08

A teacher's training insitute is expanding the team and are looking for ICT Support Engineers. The ICT Support Engineers reports to the IT Service Delivery Manager of Service Management Department. The primary responsibilities are to engage and manage customers while meeting their needs and expectation for IT services, provides ICT support to stakeholders, identify root causes, offer appropriate solutions and escalate to suppliers if necessary.

They also focus on managing the IT assets, establishing the essential technical know-how, ensure prompt resolution to equipment and service failure, and work closely with the service desk team, engineers and managers to achieve proper operation and good end-user experience.

Responsibilties:

• Handle customers’ service calls and enquiries that covers all IT issues and complaints and attend to them in a pleasant and professional manner.
• Work closely with the IT Service Desk and technical support teams to provide IT customer service to NIE, deliver efficient and quality IT services as well as ensuring seamless end-to-end delivery of services to the NIE community.
• Fulfil service requests and provide technical support for IT-related incidents via various customer touchpoints by performing technical analysis and resolution.
• Generate useful knowledge for service improvement through analysis of issues encountered at Service Desk.
• Meet SLA targets by tracking assigned tasks and provide timely reports.
• Document IT-related problems and resolution procedures in Knowledge Base for future reference.
• Maintain centralized records/database of IT assets.
• Monitoring asset performance and recommending corrective measures
• Explore opportunities for improving the utility of unused or partially used technology assets to achieve full efficiency and return on investment from assets.
• Reviewing asset policies and making recommendations for potential adjustments.
• Undertake IT-related initiatives/projects that drive greater efficiency and effectiveness of the division.
• Contribute to the continual service improvement of IT services and processes by participating in ideation activities or project groups.

Requirements

• Diploma in Information & Communication Technology or equivalent.
• Preferably, with at least 1 year of experience in Service Desk and ICT support environment, with good customer service, IT asset management and IT skills.
• Good interpersonal and communication, both written and oral, skills.
• Proactive, self-motivated, resilient, and work well under pressure.
• A good team player with creativity and resourcefulness.
• Keen in discovering and assessing new technology for productivity purposes.
• Result-oriented with strong sense of accountability for accomplishing assignments within timelines.
• Works collaboratively with peers and technical team at various levels in the organization.
• Good troubleshooting skills on end-user computing platforms like Microsoft Windows, Macintosh Operating system and/or mobile devices.
• Proficient in problem diagnostics and resolution, with the ability to work autonomously.
• Certification in IT Information Library (ITIL) Foundation and good experience with ITIL best practices is an advantage.
• Able to do shift work: 8.15am - 5.30pm OR 11.15am to 8.30pm