Technology Solutions Engineer, Endpoint Technologies Management, IITS

COMPANY DESCRIPTION

Singapore Management University is a place where high-level professionalism blends together with a healthy informality. The 'family-like' atmosphere among the SMU community fosters a culture where employees work, plan, organise and play together – building a strong collegiality and morale within the university.

Our commitment to attract and retain talent is ongoing. We offer attractive benefits and welfare, competitive compensation packages, and generous professional development opportunities – all to meet the work-life needs of our staff. No wonder, then, that SMU continues to be given numerous awards and recognition for its human resource excellence.

RESPONSIBILITIES

• This position is for Office of Integrated Information Technology Services (IITS).
• Build and implement software installation, configuration, and maintenance for Windows, Mac, and mobile devices, including roll-outs, upgrades, patches, and service packs.
• Manage Microsoft Windows and Mac endpoints, build, and deploy using Microsoft Intune (Windows Autopilot) and JAMF for all end-users.
• Coordinate with the IT Help Centre to manage desktop application updates and roll-outs using Microsoft Intune/JAMF for different business departments.
• Deliver endpoint technical solutions as per specified plans, deliverables, costs, and timelines.
• Monitor and manage all endpoint vulnerabilities for client OS, applications, and hardware by applying critical security and application updates in a timely manner.
• Monitor and assess business needs against endpoint security concerns, collaborating with the security team to manage overall endpoint security.
• Respond to, investigate, and escalate alerted events and incidents from various security technologies.
• Identify and implement process improvements to increase productivity and drive consistency in end-user support.
• Create, review, maintain, and share knowledge through documentation and demonstrations of technologies, tools, and methodologies used to support users.
• Identify trends in specific support areas and work with stakeholders to address them.
• Provide level-2 support to sustain existing systems and investigate root causes for escalated issues.
• Provide IT support for the senior executive team.
• Collaborate with external vendors and suppliers to investigate new technologies and develop cost-optimized solutions.
• Establish vendor relations and perform purchasing comparisons for solutions and services.
• Maintain accurate records of licensing, inventory, and maintenance contracts.
• Participate in evaluating, testing, and recommending operating system patch management and provide technical support for production and development environments.
• Ensure high availability, performance, and overall user experience as per business expectations.
• Other duties as assigned.

QUALIFICATIONS

• Degree in Information Technology, Computer Science, or Engineering.
• 5 to 8 years of experience in a fast-paced environment.
• Cybersecurity certifications are highly preferred.
• Self-motivated work ethic with a can-do attitude and customer-service orientation.
• Ability to work independently and collaborate in a cross-functional environment.
• Ability to multitask and prioritise workload while ensuring quality of service.
• In-depth knowledge of Microsoft Windows OS and Microsoft Office environments, including administration, troubleshooting, upgrading, patching, and fixing.
• Hardware knowledge of laptops, desktops, thin clients, printers, iMac, and MacBook; and management in an enterprise environment.
• Knowledge of Active Directory, domain environments, DNS, networking, routing, VPN, firewall, and system security.
• Experience with endpoint security solutions in the market such as Endpoint Data Loss Prevention, Endpoint Privilege Management.
• Competency with scripting languages such as PowerShell and Python.
• Keen interest in learning and working with cybersecurity technologies.
• Experience in evaluating, testing, and deploying new solutions from proof of concept to production.
• Expertise with SCCM/Intune/JAMF orchestration, software delivery concepts, and modern management.
• Strong troubleshooting skills.
• Experience automating workflows and providing self-service capabilities.
• Experience in designing technical solutions to meet complex business requirements.
• Ability to author technical and operational management documentation, including design and support tools, operational runbooks, internal knowledge base articles, etc.
• Experience with Microsoft Purview (such as Information Protection, Records Management, Data Loss Prevention), Microsoft Defender (such as Defender for Endpoints, Defender for Cloud Apps, Vulnerability Management, Incidents/Alerts), and Microsoft Conditional Access.