Scientific IT Officer (SITO) - Contract

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.

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