Associate Operations Mgmt Specialist

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JD for Desktop Engineer – Scientific IT Officer (SITO)

Role Summary

Scientific IT Officer (SITO) is responsible for the daily IT support and long-term strategic management of technology-related hardware and software within the organisation.

The candidate will be involved in project activities such as evaluating and recommending suitable technology and solutions, conducting Proofs-of-Concept (POCs), and coordinating projects from ideation through to completion.

Key Responsibilities

• Provide L2 desktop support and troubleshoot scientific IT hardware and software issues, including laptops, desktops, mobile devices, printers, and VPN issues.
• Assist in the scientific hardware and software, Windows, Mac OS, Linux OS installation, imaging, upgrades, technical refresh, troubleshooting, backup and software deployment.
• Troubleshoot M365, Outlook, MS Teams, One Drive, SharePoint and Microsoft office applications Word, Excel, PowerPoint.
• Provide technical support in troubleshooting, diagnosing, and resolving end-user incidents, requests and problems through desktop support services and remote support, where appropriate.
• Responsible for users and devices onboarding, offboarding, Tech refresh, OS patching and upgrading.
• Ensure hardware and software asset records are maintained properly and perform year end wall to wall inventory checks.
• Document detailed notes, promptly update comments in the ticketing system (ServiceNow) and provide accurate and timely customer updates.
• Ensure tickets are created/updated in ServiceNow, and issues are resolved on time to meet the defined SLA.
• Determine root causes and create corrective action plans.
• Create standard operating procedures (SOPs), documentations and update existing SOPs and technical documents for specialized technical support.
• Ability to multi-task and handle daily operations while providing regular status updates to the Team lead.
• Plan, deploy and track scientific IT hardware assets and/or software licenses while making sure they comply with vendor contracts/licensing terms.
• Responsible for managing the entire lifecycle and technical support of scientific IT hardware and software assets, models from procurement to decommissioning.
• Asset Sighting Role: Verify Scientific IT software assets with licensing contracts and inventory checks on Scientific IT hardware assets, including initiating re-tracking and corrective actions.
• Project management role: Taking ownership of an end point project or assisting the project manager to coordinate with different stakeholders, ensuring smooth completion of projects with proper documentation.
• Generate and distribute various reports, including compliance reports on current scientific IT assets and their status; and perform trend analysis
  
  

Qualifications

• Bachelor's degree in information technology, Computer Science, or related field.
• Minimum 3 years of experience in endpoint support and project handling.
• Strong hands-on technical support experience in Windows/Linux/Mac OS/iPad environments.
• Good understanding of Active Directory, GPO, Intune, MAM, MDM systems.
• Excellent problem-solving skills in a multi-tasking, fast paced and complex work environment
• Ability to work as a team and independently with minimum supervision
• Strong communication and writing skills will be an added advantage
• Perform any other assignment/duties as assigned.
  
  

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.