Support Specialist, IT Operations

NTU is a world-class research-intensive university located in Singapore, consistently ranked among the top universities in Asia and the world. We are home to over 33,000 students and 10,000 staff, offering a vibrant and dynamic work environment for individuals seeking to advance their careers.

We are seeking a motivated Support Specialist, IT Operations (Onsite IT) to join our dynamic team in the NTU Shared Services (NSS) Information Technology Division. We are a centralized unit within Nanyang Technological University (NTU) that provides a wide range of administrative, operational, and support services to various departments and units within the university. Its primary goal is to streamline and optimize processes, enhance operational efficiency, and deliver high-quality services to support NTU's core mission of education and research.

Key Responsibilities:
Run shared service delivery operations- Ensuring that assigned operations run seamlessly.- Managing the implementation of shared service delivery changes and maintenance routines as agreed upon.- Contributing to the design and implementation of infrastructure replacement plans.- Provide on-site IT/AV support for service disruptions in common teaching facilities, tech lounge, and within the university.- Troubleshoot and resolve equipment malfunctions and software errors to restore service.- Deliver ad-hoc IT/AV support as required, including event support, video conferencing, and meeting assistance.

Maintain service level agreements and service improvements; and other areas- Maintain service-level objectives and targets, monitoring these objectives to ensure that requirements are met or exceeded.-
- Manage administrative tasks and maintain detailed records of IT/AV issues and resolutions.- Create and update technical documentation for equipment configuration.- Enable asset management with the tracking of IT/AV equipment inventory and movements.- Maintain client satisfaction metrics and service procedures, constantly reviewing and analyzing these metrics to propose recommendations to improve performance and client satisfaction.

Requirements:
- Minimum of 2 years’ IT operations experience and a Diploma in Information Technology or related field.- Graduates with Degree in Information Technology or related field are encouraged to apply.- Proficient Technical Knowledge: Solid understanding and ability to work independently in the following areas:
- Hardware: desktops, laptops, printers, audio-visual equipmentNetworking: basic network concepts, troubleshooting network connectivity issues-
- Audio-visual equipment: projectors, speakers, microphones, video conferencing systems-
- ITIL framework: understanding of incident management, problem management, and service request fulfillment-
- Operating systems: proficiency in Windows and macOS-
- Hardware troubleshooting: identifying and resolving hardware issues-
- Software troubleshooting: diagnosing and resolving software problems-
- Network troubleshooting: resolving network connectivity issues-
- Audio-visual equipment troubleshooting: resolving issues with AV equipment-
- Good teamwork and interpersonal skills.- Good oral and written communication abilities.

Hiring Institution: NTU