Executive, IT
4 weeks ago
The NSS Technical Support Executive is responsible for providing effective IT/AV technical support role, in relation to the generic desktop/ laptop PCs, mobile devices, Audio Visual (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.
Responsibilities:
- Provide on-site Level 1 & 2 Support in relation to IT/AV- related service disruptions at the Common Teaching Facilities (Lecture Theatres, Tutorial Rooms and Meeting Rooms), One Stop Tech Lounge and Schools/Faculties.
- Diagnose and troubleshoot IT/AV equipment faults and application errors, to restore service provision.
- Troubleshoot technical problems of low to medium complexity, resolution to resolve these incidents.
- Assist in replacing generic IT/AV equipment parts and peripheral components for servicing, as required, and liaising with multiple vendors.
- Provide IT/AV technical support as assigned, in response to ad-hoc manpower request from Local Units (including providing AV support for events, video conference/ meeting/ interview support).
- Respond to all technical emergencies raised by NSS Service Desk.
- Provide face to face IT support by appointment at One Stop Tech Lounge.
- Facilitate processing and tracking of other administrative activities.
- Document IT/AV related problems and resolution procedures in Knowledge Base for future reference.
- Maintain technical documentation related to configuration of IT/AV equipment and components.
- Carry out Asset management in accordance with NTU policy and procedures. Keep track of the IT/AV asset movements at the respective storeroom locations.
Requirements:
- Minimum GCE "A"-levels / Diploma in Information Technology with 2 years of relevant working experience
- Proficient in problem diagnostics and resolution, with the ability to work autonomously
- Good working knowledge on desktop operating systems including Windows 10 and above, Macintosh OS, and associated generic applications
- Working knowledge on other IT domains, including software, hardware, servers and network operations
- Working knowledge in handling/operations on audio/video equipment and its infrastructure
- Preferred experience on programming, ServiceNow, data integration and ITIL Certified
Hiring Institution: NTU
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