Technology Solutions Engineer, IITS

About the role

This position is with the Office of Integrated Information Technology Services (IITS) and supports the Head of the Technology Help Centre. It covers day-to-day operations of the Help Centre, the university-wide Device-as-a-Service (DaaS) leasing scheme, and the support of IT equipment across campus.

Key responsibilities

• Oversee daily operations of the Help Centre, follow up cases and resolve them within the service level agreement.
• Manage the DaaS leasing scheme, optimise vendor performance and deliver project tasks on time.
• Monitor vendors for assets due for technical refresh, ensure compliance with contracts and coordinate timely device replacements and inventory.
• Inventory devices with schools and departments, handle first-level stakeholder inquiries and keep accurate equipment distribution records.
• Help formulate, implement and enforce service standards and support plans under the ISO20000-1:2018 framework, and run quality assurance on the Help Centre.
• Keep IT services information up to date on the IITS website and manage the IITS chatbot.
• Evaluate and recommend emerging customer service technologies, and help automate Help Centre services.
• Provide technical support and training for Microsoft 365 (Power Automate, Power Apps, Forms, Teams) and support front-line staff.
• Write user documentation, client support procedures, workflows and SLAs, and assist in campus-wide IT equipment procurement.
• Maintain and support IT and AV equipment in classrooms, schools and offices, and provide extended hours support for night classes and postgraduate/executive education programs.

Required profile

• Degree or diploma holder with at least 7 years of relevant IT experience, including end-user computing support and device provisioning and lifecycle management.
• Experience managing IT leasing projects and strong vendor management skills.
• Experience supporting Windows, macOS, Unix/Linux and mobile devices (iOS and Android).
• Experience buying goods and services, evaluating suppliers and ensuring contract compliance.
• Experience writing utility scripts (batch/shell or PowerShell) is an added advantage.
• Candidates without the stated qualifications but with relevant work experience may also apply; remuneration depends on qualifications and experience.

Required skills

• Desktop software: Microsoft Office 365, email, anti-virus, Adobe suite, web browsers.
• IT infrastructure: TCP/IP, LAN, Active Directory, domain administration.
• Keeping end-user environments up to date with security policies, patches and configurations.
• Strong organisational, prioritisation, problem-solving and communication skills.