Associate Engineer (IT Service Desk)

Date: 14 Feb 2024

Location: UNIV ADMIN, Kent Ridge Campus, SG

Company: National University of Singapore

About NUS IT

NUS Information Technology is the cornerstone to providing reliable, high-performance and secure IT solutions and effective IT governance for the campus. Here at NUS IT, we aim to transform NUS into a borderless computing community providing knowledge at its fingertips by enhancing the use of effective applications and services for teaching and learning. 

We drive a culture that is forward-looking. With a strong passion for IT, our people are always striving to improve, push boundaries and innovate with a "can-do" attitude.  We embrace collaboration, open communication and knowledge sharing. If you see yourself thriving in a dynamic environment and breaking new grounds with innovative ideas, you will find yourself at home in NUS IT. 

As part of our team, you can look forward an empowered work environment that allows you to take charge of your own career path. We provide competitive remuneration as well as flexible work arrangements to enable your growth and development. We pride ourselves on our diverse workforce and are committed to transforming NUS into a leading global University shaping the future. 

https://nusit.nus.edu.sg/

Job Purpose

The Associate Engineer will be part of the End-User support team that is responsible to manage the day-to-day support for faculties, schools and departments by adhering to Standard Operating Procedures (SOP) and Service Level Agreement (SLA). You will work across a broad range of technologies and liaise across multiple areas of the business to support incidents, problems and requests and be responsible for answering IT requests via phone, email and IT Ticketing System.

Job Responsibilities

•    Troubleshooting software/hardware issue for computer reported from users and provide solution.
•    Prepare and support notebook/desktop for users based on operating system (Windows/Mac/Linux) and installation of standard software.  Deploy newly setup computer and configure for new staff. 
•    Collect computer for leaving staff and document it accordingly. 
•    Data wiping for computer and notebooks
•    Update security by patching for OS, software, device drivers and peripherals. 
•    Report issue to vendor for faulty device and follow up until the issue has been resolved.
•    Keep track and replace toners and waste box for public access printer.
•    Deploy and perform simple troubleshooting for IP Phone.
•    Support and standby for AV equipment for Meeting/Presentation/Talks/Colloquium. 
•    Assist in documentation for IT assets/equipment and helping in asset verification.
•    Escalate unresolved issues to respective parties.
•    Housekeep IT equipment storage and inventories. 
•    Ad-Hoc IT tasks duties will be required.
•    Manage IT ticket to ensure all incidents and request are within Service Level Agreement (SLA).

Qualifications

•    Diploma in Computer Science / Information Technology / Software Engineering or equivalent.
•    Minimum with 2 – 3 years of Technical Support Experience.
•    Good knowledge on basic networks, security, printers, desktops/ laptops/ mobile devices, endpoint security and imaging.
•    Good experience in troubleshooting MS Windows Operating Systems, Linux, Mac OS, iOS, Android and vulnerability resolutions
•    Able to work independently and with minimal supervision.
•    A fast learner and a good team player with passion to apply technology to solve problems.
•    Good communications skill and able to communicate with various level of users. Knowledge in ITIL processes will be an added advantage.

More Information

Location: Kent Ridge Campus

Organization: NUS Information Technology

Department : Infrastructure - Service Desk

Employee Referral Eligible: Yes

Job requisition ID : 22402