ICT Support Engineer (Service Management Department) [NIE]
Core
Diagnose and resolve hardware, software, and service issues for IT and AV infrastructure while supporting end-users and events.
Role type
ICT Support Engineer (Service Management)
Builds
IT/AV services for classrooms, lecture theatres, labs, and meetings
Domain
Education technology and IT service management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
computer troubleshooting, networking, operating systems (Windows, Mac, mobile), AV equipment setup, ITIL best practices, AI tool usage (Copilot, ChatGPT), asset management, security compliance
Preferred skills
Generative AI assistants, RPA/automation, ITIL Foundation certification
Technologies
Microsoft Windows, Microsoft Office, Macintosh OS, Microsoft Copilot, ChatGPT, EDR systems, RPA
Responsibilities
Act as first point of contact for IT/AV issues and escalate chatbot inquiries; Perform preventive and corrective maintenance of IT/AV systems; Document incident resolutions and technical procedures; Maintain IT/AV asset records and conduct physical verification; Collaborate on endpoint security and compliance; Participate in business continuity and automation initiatives
Seniority
Mid-level, hands-on IC
