NTU Shared Services (NSS) is 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.
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
