System Engineer (IT Service Management)
Responsibilities:
- To practice IT service management (ITIL framework) on the service delivery and advice the Department Head on the same
- Monitor and report on persistent IT problems using web based ticketing system and measure performance using established service level agreement
- Documentation and Knowledge Base creation
- IT procurement life-cycle and asset management
- Patch GATCF (General Access Teaching and Computing Facility) computers to the latest update
- Perform technical evaluation and proof-of-concept of new technologies
- Cloud priority approach for all deployment
- Gather IT procurements for University Projects (e.g., new campus building, building renovations, relocation etc.)
- IT remote support for staff and student
- To expand the usage of collaborative technologies like Video-conferencing to ensure integration and accessibility of all campuses
- Implement improvements to ticket resolution methods and techniques
- Guide and/or train teams to resolve service requests and incidents
Requirements
- Bachelors in Information technology or similar IT degrees
- At least 5 years working in IT operations and support with 2 years hands on experience in maintenance, operation, troubleshooting design, implementation and management
- Working knowledge in SCCM, ServiceNow and Office365
