POSITIONS

IT Support Engineer (IT-2020009)

2020/5/27

Guangdong Technion-Israel Institute of Technology

Job Post – IT Support Engineer

 

Position Title: IT Support Engineer

Department: IT Department

Reporting to: IT Director

Start Date: ASAP

Type of Position: Full time

Number of Hiring: 1

Post Number: IT-2020009

 

Position Description

Under the supervision of the IT Director, the IT Support Engineer's role is to provide 1st line support to GTIIT members and maintain in-house computer systems, desktops (hardware and software), and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance to international members as well as Chinese.


Duties and Responsibilities

· Follow IT procedures to provide daily technical services through front-line support for the use of all IT computing facilities (hardware and software), including shift work.

· Install and configure computer hardware, software, printers, telephones, and peripherals.

· Respond to requests for support from IT system end-users to resolve their technical problems, and ensure all calls are logged and tracked in ITSM system.

· Adhere to escalation process by collecting the required information and make sure incident is properly updated in ITSM system before the ticket is escalated.

· Develop, document and update user guides based on knowledge of technical specialisms.

· Update IT assets management system to keep an accurate inventory.

· Maintain procedures and reports that provide technical support to the entire University.

· Analyze records and logs to spot underlying trends and potential issues.

· Support the implementation of new solutions or applications.

· Provide professional assistance in cybersecurity to compliance with local laws and regulations.

· Take responsibility for own workload and keep others informed, highlighting potential problems and suggesting solutions to ensure continuity of service delivery.

· Some out of hours, on-call support will be required.

· Any other duties appropriate to the grade and role of the person appointed.

 

Required Job Specifications

· Required qualification: Diploma or Bachelor Degree in Information Technology or related discipline.

· Previous experience of supporting IT systems, preferable in an international education organization.

 

Required Job Competencies                                                                

· Good knowledge of operating systems (Windows, Mac OS, Linux), IT networking, and cybersecurity.

· Experience of using and configuring mobile device platforms such as iOS and Android.

· Experience of managing computers and file permissions using Active Directory and Group Policy.

· Strong troubleshooting skills with attention to detail.

· Fluency in English (spoken and written) is essential.

· Ability to deal with confidential and sensitive information with tact and discretion.

· In addition to University provided training and development, the chosen candidate will undertake sufficient personal and professional development as required, ensuring skills and knowledge are up to date so that the role is performed to the required level.

 

Application Information                                                                   

Please send your cover letter, English and Chinese CVs to hr@gtiit.edu.cn in the format of name + position. Only qualified candidates will be contacted.

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