The End User Computing (EUC) team is part of the Communications and Information Technology (CIT) division. The team provides first-level support to SIT staff and students for all CIT related services, and delivers comprehensive support across all EUC activities.

The successful incumbent will provide both administrative and technical support for academic IT requirements, including the maintenance of computer labs and software. This role also involves providing assistance in managing the IT helpdesk and coordinating on-site engineers to ensure timely delivery and quality technical and non-technical support, with strong focus on customer service and user satisfaction. In addition, the incumbent will manage the institute's telecommunications systems. 

Key Responsibilities

• Provide administrative and technical support across Windows, Mac, Android, iOS platforms, including associated software
• Facilitate and support the implementation of IT equipment, services, and software
• Develop and maintain comprehensive documentation covering operations, installation, deployment, training, and inventory checklists
• Manage hardware inventory and software licensing allocations, including tracking of software media, IT equipment, accessories, and supplies
• Collaborate with IT teams and other divisions to coordinate projects, manage capacity, and optimise IT equipment performance, reliability, and efficiency
• Ensure timely delivery of quality technical support services to staff and students
• Engage effectively with staff and students to assess support needs, identify technology requirements, and address customer service concerns
• Develop and maintain procedures related to monitoring, tracking, and coordinating helpdesk and EUC support activities
• Provide support to SIT staff for their EUC equipment in accordance with established service level agreements (SLAs)
• Assist in procurement activities (e.g. tenders, ITQs, RFPs) for software, hardware, accessories, and supplies
• Support and participate in CIT/EUC-related projects and initiatives

Job Requirements

• Degree in a computer-related discipline, or a Diploma in a relevant field with at least 3 years of relevant working experience in a similar role
• Proficient in Microsoft Windows 10 and MAC OS; knowledge of Linux OS, as well as iOS and Android devices support will be an added advantage
• Experience in maintenance of computers infrastructure including installation and optimisation of operating systems and software
• Experience in supervising technical support staff in maintaining computers infrastructure is preferred
• Proactive, with the ability to work both independently and collaboratively with colleagues, end users, and external vendors
• Ability to manage multiple projects and deliverables concurrently
• Experience in project management, systems change management, vendors/outsourcing management, planning, and administrative skills is advantageous
• Good analytical, written, and verbal communications skills, with the ability to effectively communicate technical information to non-technical users
• Good customer service skills