The IT Support Officer will ensure the integrity and stability of in-house ICT systems that support key organisational functions across the client business. This will be achieved through supporting, maintaining and optimising ICT software and hardware, desktop and printing, and local and enterprise applications and associated operating systems as required.
Reporting to the Regional IT Manager, the IT Support Officer will provide 1st and 2nd level frontline support and services for the client business – also expanding to Navitas’ group ICT operations and will be proactively involved in the support of the client’s LAN, hardware, server and client operating systems and applications.
This position is an IT Support Officer within the Navitas Global IT Team based at Curtin Singapore. This position will primarily be based at the specified home campus, but may be required to work at any Navitas facility and will involve some evening and weekend work and on-call support.
Key Accountabilities:
The IT Support Officer will be responsible for, but not limited to:
- Providing frontline support, training, and ongoing troubleshooting assistance to all staff for bespoke client and group wide ICT systems
- Ensuring an exemplary level of support is provided to key stakeholders through strong, proactive engagement and communication – keeping stakeholders always advised with developments in relation to queries and issues using verbal and written mediums.
- Configuring all end user devices in line with Navitas policy, and supporting machines within the client’s environment (including the wider university’s computer labs)
- Maintaining a regular, accessible presence on home campus to ensure stakeholders are well supported with hardware and student technology request needs
- Procuring necessary IT equipment for the home campus and ensuring the asset management system is kept current with incoming, outgoing, and reissued hardware and software within the client company to successfully align with asset lifecycle management goals.
- Identifying, demonstrating, and assessing new developments and technologies and their relevance and potential impact on the client company and the wider Navitas IT group.
- Taking ownership of and managing the triaging and resolution of tasks in relevance to the specific client in UPA IT, using Navitas IT Service Desk.
- Ensuring client IT knowledge base is up to date, relevant and structured via categorisation and scheduled revision of in-place processes
- Assisting with the implementation of new technologies and systems introduced to the client company and wider Navitas IT group.
- Sharing knowledge and proactively supporting other IT team members in the client company and the wider Navitas group via Teams and Jira
- Being the local subject matter expert on required systems.
- Assisting the Regional IT Manager as required.
Qualifications and Selection Criteria:
Essential
- Demonstrated excellent customer service and effective communication skills, including telephone, written and face to face interactions.
- 1+ years’ experience in a service desk or more complex IT environment with corporate 1st and 2nd technical support.
- 1+ years’ experience with Microsoft 365, Active Directory, and SharePoint.
- Proven technical knowledge of PC operating systems including Windows, Linux and Apple OS, and familiarity with commonly used application packages.
- The ability to work autonomously, and work effectively on their own as well as in a team environment.
- Attention to accuracy and detail with strong organisational and analytical skills.
- Confidence interacting with a large range of internal and external stakeholders, such as key executives and staff.
- Comprehensive knowledge across a broad range of IT hardware and applications.
- Experience leading and facilitating information to a non-technical audience.
Desired
- IT Diploma or other equivalent tertiary qualifications; or an equivalent alternate combination of relevant knowledge, training and/or experience.
- Sound knowledge of IT Service Management concepts, preferably ITIL ITSM.
- Bespoke application support experience
- Intune, SCCM and endpoint management experience
- Relevant industry specific qualifications in Microsoft, ITIL, Cisco
- Experience in interacting with international students
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