Job Description:
Technical Support
- Be the first contact point to provide technical support to ensure exams delivery, especially for computer-based test.
- Support operation teams by ensuring systems and devices which are used for exams purposes are compliant, working properly.
- Lead to establish best practice in providing technical support for Computer-Based Test delivery, and implement the best practice in countries to improve operational efficiency.
- Monitor venue provider tech performance, analyse the root cause of tech incident to mitigate technical risks.
- Provides technical assistance leading up to and during Computer-Based / Paper-Based test delivery, including venue sourcing, venue set up, test day delivery and post-test activities.
- Support exams new products rollout and act as the first contact point to be able to resolve technical issues in a timely manner.
- Log and report technical incidents of exams products, make improvement plan and take actions to mitigate technical incidents in exams delivery.
- Lifecycle management of devices used in exams delivery and ensure technical readiness of equipment and connectivity at test venues.
- Work with the operation team to deliver venue provider and venue staff training, particularly in system operation, including to design the proper training materials and online quizzes based on the business or operation model.
- Occasional work travel according to business needs.
Risk & Compliance
- Work with the operation team to ensure that digital systems and CBT systems are compliant with QCA and Exams delivery guidelines, including making technical mitigation plans to minimize known technical risks and implementing the plan to improve operation efficiency.
- Establish best practices in supporting CBT exam delivery from the technical perspective to ensure all relevant test activities have complied.
Relationship & People management
- Be the point of contact person to local IT service vendor, proactively work with operation team, IT service vendor, and venue technician to deliver exams smoothly.
- Manage ITSD team for Thailand, Malaysia, Singapore and Vietnam, allocate support resources based on actual needs either in a remote way or onsite support to fulfil operation or business requiremets.
- Cooperate with Global Information Service team, regional team and local IT colleagues to implement technical changes.
Job Requirements:
- Bachelor's Degree or equivalent
- Excellent computer skills, solid knowledge of hardware, software, network
- Understanding and experience of risk and compliance management
- Have experiences in support end-user to resolve technical issues.
- IT Skills (Troubleshooting in hardware and software, Solid knowledge in network, computer, operating systems)
- Experience of supporting on delivery of computer-based exams (desirable)
- Troubleshooting experiences of hardware, software and network devices (desirable)
Interested applicants, please submit your updated resume in MS WORD format via Apply Now for immediate processing. Do include your availability, last drawn & expected salary.
**We regret that only shortlisted candidates will be notified. Thank you.
Ashlynn | R21100397
