ICT Support Engineer

A teacher's training institute is expanding its team and looking for ICT Support Engineers. The role reports to the IT Service Delivery Manager of the Service Management Department. Primary responsibilities include engaging and managing customers, providing ICT support to stakeholders, identifying root causes, offering appropriate solutions, and escalating to suppliers if necessary. The position focuses on managing IT assets, establishing essential technical know-how, ensuring prompt resolution to equipment and service failures, and working closely with the service desk team, engineers, and managers to achieve proper operation and good end-user experience.

Key responsibilities include:

• Handling customer service calls and enquiries for all IT issues and complaints
• Working with IT Service Desk and technical support teams to provide efficient and quality IT services
• Fulfilling service requests and providing technical support for IT-related incidents
• Generating knowledge for service improvement through analysis of issues
• Meeting SLA targets and providing timely reports
• Documenting IT-related problems and resolution procedures
• Maintaining centralized records of IT assets
• Monitoring asset performance and recommending corrective measures
• Exploring opportunities to improve the utility of technology assets
• Reviewing asset policies and making recommendations
• Undertaking IT-related initiatives/projects to drive efficiency
• Contributing to continual service improvement of IT services and processes

This role offers an opportunity to work in a dynamic educational environment, develop technical skills, and contribute to the improvement of IT services. The position requires a blend of technical expertise, customer service skills, and the ability to work collaboratively in a team setting.