The Digital and Campus Infrastructure Department supports ESSEC APAC classes, workshops and events to ensure quality delivery of on-site and virtual digital support. The department strives to enhance technology capabilities such as audio/visual systems, video conferencing tools, and other digital platforms to meet the users’ needs.
The Senior Executive will be part of this growing Digital Support team to coordinate and support service requests from end users. The job incumbent should also have a service-oriented mindset to provide quality support services which also includes handling and co-ordinating troubleshooting issues for business applications such as Salesforce, Moodle tools that ESSEC currently uses.
Job Responsibilities
Technical Expertise (30% of the time):
- Monitor Level 2 services and IT infrastructure, ensuring optimal performance.
- Act as a subject matter expert in formulating solutions for infrastructure issues.
- Troubleshoot network issues promptly following established Standard Operating Procedures (SOPs) and updating SOPs as needed.
Provide Level 1 support services in the following areas, (estimated: 30% of the time):
- Business applications such as Salesforce, Moodle, Banner, Celcat, etc.,
- Classroom and meeting room set-up and troubleshooting
- Set-up and troubleshooting of ESSEC owned devices.
Security Compliance: (estimated: 20% of the time):
- Ensure adherence to security policies and procedures within the Level 2 support team.
- Collaborate with the IT security team to implement and enforce security measures.
- Conduct regular security awareness training for the support team.
Teamwork, Documentation and Reporting: (estimated: 10% of the time):
- Ensure comprehensive documentation of troubleshooting processes, coding, and customization.
- Generate regular reports on team performance, incident resolution, and project status.
- Present findings and recommendations to senior management.
- Collaborate with team members on problem-solving and project execution.
Other duties as assigned or required (estimated: 10% of the time)
Position Requirements
- 3+ years of experience in IT support roles, with a focus on Level 2 technical support.
- Experience in incident management, problem resolution, and customer service.
- In-depth knowledge of IT infrastructure, services, and networking.
- CCNA (Cisco Certified Network Associate) certification.
- Cisco Meraki Solutions Specialist Certification.
- Ability to handle evolving technologies and industry trends.
- Close collaboration with IT team in HQ is needed, along with vendor management.
- Working knowledge of AV/VC solutions is desirable.
- Punctual and Reliable
- Knowledge in business applications such as Salesforce, Moodle, Banner, etc., (Training can be provided if required)
Qualifications
- Bachelor’s degree in information technology, Computer Science, with 1-2 years of experience or
- A relevant Diploma qualification in IT with 3-4 years of relevant work experience in IT support.
Contacts
The job incumbent is required to work closely with faculty, external lecturers, ESSEC APAC staff members from various departments, and external vendors.
Working Environment and Pace
The job incumbent will need to work independently and effectively in a dynamic work environment. Some level of flexibility and agility is required.
Terms of Employment
- Monday-Friday: 8 hours per day
- Saturday Half-day as and when required
